Customer Service Telephone Representative

Austin Bank•Longview, TX

About The Position

This role is responsible for understanding and complying with regulatory requirements for financial transactions, specifically Bank Secrecy Act (BSA) and Customer Identification Program (CIP). The representative will exhibit superior customer service, demonstrating high-quality relationship-building techniques to ensure customers receive the best possible solutions for their banking and financial needs, fostering loyalty to Austin Bank. The position involves participating in a teamwork atmosphere, staying informed of company communications, and developing personal skills through ongoing training. Upholding the organization's values, particularly ethics, integrity, and confidentiality, is crucial. The representative will greet customers, provide information about Austin Bank products and services, and sell or cross-sell as opportunities arise. They will use definitive questions to determine caller needs, provide information, resolve issues, or direct callers to the appropriate employee or department. Utilizing acquired knowledge, product guides, and reference materials is essential. The role requires the ability to utilize the Bank's hardware and software systems to access information, perform research, and service the customer base with professionalism, courtesy, and tact, even with irate customers, while maintaining confidentiality. Regular and prompt reporting to work and continuous professional growth through educational programs and meetings are expected. Maintaining established department and Bank policies, procedures, objectives, and quality assurance is also a key responsibility.

Requirements

Ability to understand and comply with regulatory requirements for financial transactions (BSA, CIP).
Superior customer service skills.
High-quality relationship building techniques.
Teamwork and cooperation skills.
Ability to stay informed of company communications.
Willingness to develop personal skills and capabilities through ongoing training.
Uphold ethics, integrity, and confidentiality.
Ability to greet customers.
Ability to provide information about bank products and services.
Sales or cross-selling ability.
Ability to use definitive questions to determine caller needs.
Ability to resolve issues or direct callers appropriately.
Knowledge of or ability to rapidly acquire knowledge of bank products and services.
Ability to utilize the Bank’s hardware and software systems.
Professionalism, courtesy, and tact in customer interactions.
Ability to maintain confidentiality.
Ability to report to work regularly and promptly.
Willingness to participate in educational programs and meetings for professional growth.
Adherence to established department and Bank policies, procedures, and objectives.

Responsibilities

Understand and comply with regulatory requirements for financial transactions, including Bank Secrecy Act (BSA) and Customer Identification Program (CIP).
Exhibit superior customer service and relationship-building techniques.
Foster a loyal relationship between the customer and Austin Bank.
Participate in developing a teamwork atmosphere with co-workers.
Stay abreast of company communications.
Develop personal skills and capabilities through on-going training.
Uphold and safeguard the organization's values, particularly relating to ethics, integrity, and confidentiality.
Greet customers and provide superior customer service.
Cooperate with fellow workers and supervisors.
Provide information about Austin Bank products and services, including deposit, loan, and electronic banking products.
Sell or cross-sell products and services as opportunities arise.
Utilize definitive questions to accurately and rapidly determine the true needs of the caller.
Provide requested information, resolve issues, or determine the specific employee or department to contact.
Use acquired knowledge, product and services guides, and reference materials to assist callers.
Utilize the Bank’s hardware and software systems to access information, perform research, and/or maintenance.
Work with the Bank’s employees and customers, including potentially irate customers, with professionalism, courtesy, and tact.
Strive to resolve the immediate issue and ensure the customer’s confidence in Austin Bank.
Maintain confidentiality at all times.
Report to work regularly and promptly.
Enhance professional growth and development through participation in educational programs, current literature, and in-service meetings.
Maintain established department and Bank policies, procedures, and objectives, and quality assurance.