Service Center Specialist

Dacotah Bank • Aberdeen, MD

1d

About The Position

The Service Center is a dynamic call center environment dedicated to providing
exceptional customer service by assisting clients with a wide range of banking
needs. Team members handle inbound calls and digital inquiries, offering support
with account management, online and mobile banking, transactions, product and
service information, and problem resolution. Representatives are expected to
deliver prompt, accurate, and courteous service while adhering to regulatory and
internal guidelines. A strong focus is placed on active listening, clear
communication, and finding solutions that support the customer’s financial
well-being and strengthen their relationship with the bank.

Requirements

• Associates degree and one year of applicable work experience in the financial, legal or other similar industries, or the equivalent.
• The ability to complete tasks, on a variety of banking products, accurately and timely. As well as having the capability of multitasking in a fast-paced work environment.
• Knowledge of basic Internet browser settings
• Customer service experience
• Excellent communication skills
• Strong interpersonal skills in working with customer solutions
• Ability to work in a team environment 
• Positive and helpful demeanor
• Must be able to take initiative, accept responsibility, and work independently as well as being aware of, and part of a team environment
• High regard for detail, sensitivity and confidentiality in regard to customer account information

Responsibilities

• Promptly and professionally answers incoming customer calls, verifies the caller’s identity, determines the caller’s needs, answers general inquiries, gathers appropriate information for resolution of the issue, and provides assistance to the customer as needed.
• Accurately documents the call, and if applicable, generates appropriate workflow when the issue is not immediately resolved.
• Maintains a strong working knowledge of all applicable operating systems and product lines.
• Possesses the ability to think critically and identify fraudulent/illicit activities, escalating the call when suspicious activity is identified.
• Maintains regular and reliable attendance, punctuality, and personal appearance. Communicates in a clear and efficient manner via various types of correspondence, such as, in person, phone, email, letters, etc.
• Adheres to all company policies and procedures, as well as all applicable banking rules, regulations, and laws.
• Remain educated on bank products and services, as well as new developments and trends in the retail banking market; identify potential new customer opportunities.
• Maintain education and professional expertise through attendance at job related seminars, conferences and workshops and involvement in professional civic and community groups.
• Provide assistance to co-workers with needs and/or customer inquiries or problems.
• Respond to and Provide training to customers regarding online banking platform, applications/tech support, technology issues, etc.

Benefits

• Health Insurance-Dacotah Bank pays 100% of the premium, family and individual coverage
• Dental Insurance-Dacotah Bank pays 100% of the premium, family and individual coverage
• Health Savings Account
• Life Insurance for the employee and family
• Paid Vacation and Sick Time
• Retirement Plan Options
• Additional Perks and Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees