Customer Service Representative (2 positions)

INDEPENDENT BANK•Memphis, TN

About The Position

The customer service representative is responsible for working in the Customer Service Department and Contact Center and answering in-bound customer calls and digital communications and making out-bound customer and marketing calls and digital communications. Supports customer service operations by managing contacts and completing corresponding administrative activities.

Requirements

High School Diploma or equivalent
Excellent telephone etiquette and listening skills
Excellent verbal and written communication skills
Ability to prioritize in a fast-paced, high-volume environment with minimal supervision
Effective time-management skills
Knowledge of computer systems used to access various pieces of information, including effective knowledge of Microsoft Office and online banking

Nice To Haves

Previous bank experience preferred
Previous customer and/or contact center experience preferred
Bilingual: Spanish a plus

Responsibilities

Receive and respond to a high volume of telephone inquiries from internal and/or external customers
Respond promptly to any questions or comments, voice mails, correspondence, chats, and emails
Follow-through on customer inquiries, requests or complaints; resolve issues promptly; place follow-up telephone calls to customers as necessary
Demonstrate understanding and appreciation of customer priorities and seek out long-term benefits to the customer. Evaluate information and take responsibility to solve customer's problems
Build customer loyalty by establishing rapport with customers. Respond to customers in a tactful and responsive manner
Handle irate or difficult customers appropriately; see issues from their point of view
When appropriate, take ownership of conversations as appropriate rather than referring issues to another unit or supervisor
Convey information to customers in a clear, logical and easy to understand manner. Adjust communication style and tailor content to customers and others to ensure understanding
Demonstrate understanding of the potential problems of cross-cultural communication
Summarize outcome of discussion with customers to ensure that all requests or problems have been addressed
Ensure procedures for completing work tasks are carefully followed. Perform work tasks with a focus on quality and attention to detail. Follow through on work commitments
Develop a daily planning system; prioritize important or urgent tasks. Plan the best use of time by using time-management tools
Identify the need for and collect information to better understand issues, problems and opportunities; make necessary contacts to obtain information. Include others in decision-making process, as warranted, to obtain good information. Make the most appropriate decision
Model team commitment by adhering to the team’s expectations and guidelines and fulfilling personal responsibilities to the team
Identify sales opportunities. Evaluate a customer’s current relationship and business objectives to effectively recommend additional products or services. Proactively suggest products or services that meet the customer’s needs. Identify and cross-sell other bank products or services
Other duties as assigned