Customer Service Center Representative (Call Center)

QNB Bank•Quakertown, PA

8d•Onsite

About The Position

The Customer Service Center Representative is responsible for providing exemplary customer service to incoming callers through various delivery channels, including the telephone and internet. This role models Q2 Service and Sales programs with creativity and energy to achieve goals and meet or exceed quality standards. The representative builds customer relationships by being accountable for representing QNB in a courteous, confidential, and professional manner, providing prompt, efficient, and accurate service. They will evaluate customer needs using open-ended questions, refer customers to appropriate resources, open/close/service deposit products, and complete consumer loan applications. Strong QNB product knowledge is essential, along with actively championing QNB Service and Sales, referral, and product campaigns. The role also requires completing assigned compliance training in a timely manner and demonstrating the ability to apply this training to duties and responsibilities. Additional job-related duties may be requested.

Requirements

Successful experience working with customers and co-workers.
Must complete basic CSR training within the first 6 months of employment.
Must complete CSR requirement checklist within 12 months of hire.
Communication skills that model QNB's sales efforts; including the ability to identify and fulfill customers' current and future needs.
Excellent reading, writing and arithmetic skills.
Completion of high school, vocational training or equivalent.
Fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy, and established procedures.
Must successfully complete ABA Banking Fundamentals within the first year of employment.
Must fulfill re-certification requirements for CSR annually.

Nice To Haves

Operate standard office and phone equipment, including an adding machine.
Possess keyboarding and standard computer skills (i.e. Outlook, Word, Excel).
Previous or current banking experience.

Responsibilities

Provide exemplary customer service to incoming callers through various delivery channels.
Model Q2 Service and Sales programs to achieve goals and meet or exceed quality standards.
Build customer relationships by representing QNB in a courteous, confidential, and professional manner.
Provide prompt, efficient, and accurate service in processing transactions.
Evaluate customer needs through the use of open-ended questions and refer customers to the appropriate resource.
Open, close, and service every type of deposit product.
Complete consumer loan applications.
Champion QNB Service and Sales, referral and product campaigns.
Complete assigned compliance training in a timely manner and apply training to duties.
Assume additional job-related duties as requested.