Availability Needed: Position works every Saturday from 9:00am - 4:00pm. Will have every Sunday off, in addition to one weekday. Start time will be between 8:30-10:30am based on Call Center needs.
Receive incoming calls and determine the products, services or resources that the caller requires (or could benefit from). Provide direct support services to customers; or, connect them with a staff member in the appropriate department who can provide the specific assistance needed by the customer. Ability to discern and trouble shoot customer concerns with the ability to develop a proficiency in a wide range of systems. Consistently upholds and delivers a high level of service to the Bank’s customers.
Essential Duties & Responsibilities
Answer incoming calls, verify the identity of the caller, determine the need(s) of the caller and minimize the customer’s time and effort in resolving their need(s).
Respond to customer queries via True Blue Online secure messages, Live Person messages and web emails in a professional and timely manner.
Perform teller functions (i.e. transfer of funds, loan payments, stop payments, close and reorder debit cards and transaction disputes, etc.) all while assuring the customer needs are met with a polite, professional and friendly manner.
Assist other departments and branches with customer support.
Identify, explain and cross sell the value of products/services that may be beneficial to the customer.
Perform other duties as assigned.
Participate in proactive team efforts to achieve departmental and company goals.
Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
A minimum of one to three years of similar or related experience, including preparatory experience.
A high school degree or equivalent.
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.