Customer Service Center Associate
About The Position
POSITION SUMMARY: The Customer Service Associate is responsible for delivering high-quality service by answering the Bank’s incoming telephone calls and responding to various electronic communications. The role involves timely and effective follow-up on telephone calls and messages to ensure a positive service experience. The Associate is also responsible for escalating complex issues to management or other departments as needed. Additionally the positions processes various system maintenance tasks and adjustments to customer accounts across multiple electronic formats.
Requirements
- Associate’s degree in business, finance or related area is preferred; or equivalent work experience within a financial institution, bank branch, or similar area is strongly preferred.
- Possesses basic technical ability necessary to learn and operate the Bank’s software and applications.
- Demonstrates pleasant vocal tone and inflection.
- Must show initiative, reliability and team-oriented values.
- Strong organization and problem-solving skills.
Responsibilities
- Answer incoming telephone calls – follow up, transfer or escalate as necessary.
- Resolve customer banking questions/issues on a variety of customer platforms in accordance with the Bank’s operating controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer assets.
- Identify sales and retention opportunities by recognition of customer needs.
- Provide customers with technical support of primary & secondary systems, such as online banking, bill pay, external transfers, and VISA Debit cards.
- Process research and maintenance requests relating to customer inquiries.
- Develop knowledge of the Bank’s products, services and general information.
- Maintain interpersonal customer service skills – listening, written, and oral.
- Develop a basic understanding of operation in other departments.
- Assist in communication for the Overdraft Privilege Program.
- Contribute towards fostering teamwork within the department.
- Work flexible hours, including evenings and weekends.
- Successfully complete training programs as necessary.
- Complete other tasks as assigned by supervisor.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
101-250 employees
