GENERAL FUNCTION: Responsible for delivering enthusiastic, professional quality service to customers as well as bank personnel with regard to all financial products and services offered through traditional and/or digital channels. Serves as a service center liaison outside of normal business hours. MAJOR DUTIES AND RESPONSIBILITIES: ? Efficiently serves the needs of internal and external customers. ? Answers inbound telephone calls, responds to customer inquiries and problems concerning their accounts, and gathers necessary information to document and resolve customer problems. ? Maintains telephone call statistics and documents account information on the computer for each customer. ? Adheres strictly to privacy of customer information in a remote environment. ? Processes telephone transfers and loan payments; quotes loan payoffs; and processes stop payments requests made by phone. ? Monitors, answers or forwards all e-mail records received to the appropriate department or person. ? Monitors and responds to online chats from website. ? Maintains and applies knowledge of regulations governing transactions in relation to banking services including but not limited to demand deposits and savings accounts. ? Resets electronic banking PINS, duplicates statements requests, and answers debit card inquiries. ? Assists customers with Internet Banking and Bill Pay. Resets passcodes, assists with log-in, or guides through Internet Banking website. ? Responsible for answering debit card inquiries, including reset of PINs and ordering replacement cards. ? Video Teller assistance for ITMs ADDITIONAL RESPONSIBILITIES: ? Maintains accurate department records. ? Keeps abreast of all bank products and services. ? Cross-sells to existing and prospective customers. Identifies sales referral opportunities and makes appropriate referrals and participates in sales campaigns as identified. ? Performs any other duties assigned by supervisor. JOB QUALIFICATIONS: ? High school graduate or equivalent. ? Extensive knowledge of deposits, loans and banking products and services with a minimum of two years customer service experience or related experience. ? Financial Call Center experience preferred but not required. ? Ability to work independently. ? Ability to perform repetitive tasks. ? Ability to work from home remote position. ? Ability to sit for extended periods of time. ? Ability to travel to office for periodic meetings and training. ? Ability to multi-task ? Ability to work outside normal banking hours ? Good working knowledge of Microsoft 360 (Excel, Word, Outlook, etc.) ? Attention to detail ? Relationship builder ? Flexible and dependable ? Good communication skills, both verbal and written. ? Demonstrates proficiency and commitment to excellence in performance of duties. STANDARDS OF PERFORMANCE: ? Report to work in a timely manner using secure remote connection. ? Complete work accurately and efficiently. ? Avoid Distractions ? Use the right technology and follow the 'Work from Home' guidelines. ? Maintain positive work-environment with co-workers and customers. ? Conduct customer relations in a manner that will enhance the overall marketing effort of the bank. Provide courteous and professional service to all customers. ? Requires ability to work well with others. ? Follow all company policies and procedures. ? Must meet technical requirements. ? Internet Speed Test must be met to support technical requirements; 10 Mbps download/5Mbps upload, with a latency of 50ms or less. Employment Type: FULL_TIME
