Customer Service Telephone Representative

Austin Bank•Longview, TX

2d•Onsite

About The Position

This role is responsible for providing superior customer service as a team member of Austin Bank. The representative will focus on building strong customer relationships, promoting loyalty, and ensuring customers receive the best possible solutions for their banking and financial needs. The position involves actively participating in a teamwork atmosphere, staying informed about company communications, and continuously developing personal skills and capabilities through ongoing training. A key aspect of the role is upholding the organization's values, particularly concerning ethics, integrity, and confidentiality. The representative will greet customers, provide information about Austin Bank's products and services, and identify opportunities for selling or cross-selling. They will use effective questioning techniques to understand customer needs and either provide information, resolve issues, or direct the customer to the appropriate resource. Proficiency in the Bank's hardware and software systems is necessary to access information and perform necessary tasks. The role requires professionalism, courtesy, and tact when interacting with both customers and employees, even in challenging situations, with the goal of resolving issues and maintaining customer confidence. Confidentiality must be maintained at all times. Regular and prompt attendance is expected. Professional growth and development are encouraged through participation in educational programs and in-service meetings. The representative must adhere to established department and Bank policies, procedures, objectives, and quality assurance standards.

Requirements

Employee is responsible to understand and comply with regulatory requirements for financial transactions, most specifically Bank Secrecy Act (BSA) and Customer Identification Program (CIP) as it relates to specific job functions.
Exhibits superior customer service as an Austin Bank team member.
Demonstrates high quality relationship building techniques.
Helps promote a loyal relationship between the customer and Austin bank.
Participates in developing a teamwork atmosphere with co-workers as part of department/branch location by attending meetings, participating in discussions, treating co-workers with respect and courtesy, and contributing to departmental goals.
Has a responsibility to stay abreast of company communications by reading publications, announcements and company e-mails, etc.
Takes advantage of appropriate communication channels regarding bank related business matters.
Uphold and safeguard the organizations values particularly relating to ethics, integrity, and confidentiality both internally and externally.
Greets customers and provides superior customer service.
Cooperates with fellow workers and supervisors to provide superior customer service to the Bank’s customers and employees.
Provides information to callers about Austin Bank products and services, including but not limited to deposit products, loan products and electronic banking products.
Sells or cross-sells as the opportunity arises.
Utilizes definitive questions to accurately and rapidly determine the true needs of the caller and either provides the requested information, resolves the issue or determines the specific employee or department that must be contacted to properly address the customer’s request or issue.
Uses acquired knowledge, product and services guides and other reference materials to assist in properly providing information and services to callers.
Possesses the knowledge, or ability to rapidly acquire such knowledge, to utilize the Bank’s hardware and software systems to access the information or perform the research and/or maintenance to properly service the Bank’s customer base.
Uses professionalism, courtesy and tact to work with the Bank’s employees and customers, even potentially irate customers, striving to resolve the immediate issue and ensuring the customer’s confidence in Austin Bank, if at all possible.
Maintains confidentiality at all times.
Reports to work regularly and promptly.
Enhances professional growth and development through participation in educational programs, current literature, and in-service meetings, etc.
Maintains established department and Bank policies, procedures and objectives and quality assurance.

Nice To Haves

Takes advantage of appropriate communication channels regarding bank related business matters.
Develop personal skills and capabilities through on-going training, as provided by the company or elsewhere subject to Company approval.
Enhances professional growth and development through participation in educational programs, current literature, and in-service meetings, etc.

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 build high-quality relationships with customers.
Promote customer loyalty to Austin Bank.
Participate in developing a teamwork atmosphere with co-workers.
Stay abreast of company communications.
Take advantage of appropriate communication channels regarding bank-related business matters.
Develop personal skills and capabilities through ongoing 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 to provide superior customer service.
Provide information to callers about Austin Bank products and services (deposit, loan, electronic banking).
Sell or cross-sell products as opportunities arise.
Utilize definitive questions to accurately determine caller needs and provide information, resolve issues, or direct to the appropriate employee/department.
Use acquired knowledge, product guides, and reference materials to assist callers.
Utilize the Bank’s hardware and software systems to access information, perform research, and provide customer service.
Use professionalism, courtesy, and tact when working with employees and customers, including potentially irate customers.
Strive to resolve immediate issues and ensure customer 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.