Customer Relationship Representative - Operations Center

• High School education or equivalent
• Minimum one year of customer service and sales experience
• One year of experience in the financial industry preferred
• Inbound customer service experience preferred
• Strong communication skills characterized by excellent listening, writing, and speaking skills
• Must have a keen eye for detail and follow instructions to the letter
• Professional telephone voice as related to tone, volume, pitch, inflection, pronunciation, diction and rate of speech
• Must be self-motivated
• Ability to use standard or specialized computer hardware and software packages, including word processing in a Windows environment

• Provide banking services to both bank customers and prospects through inbound telephone calls, emails, and chat
• Receive calls from customers and prospects, document complaints/problems and assure timely resolution. Involve other departments as necessary.
• Handle all calls in a timely, efficient, courteous manner in line with Bank service standards, leaving customers and prospects with a positive image of Customer Service and the Bank.
• Handle telephone calls referred by members of management and those regarding Electronic Funds Transfer claims and fraudulent and suspicious activity.
• Open deposit accounts, input consumer loan applications and navigate loan process through mulitiple channels including digital and phone
• Evaluate customer needs while keeping in mind their financial goals. Applying knowledge of banking products and services to meet customer needs
• Support sales and service strategies that build relationships and promote needs based selling
• Follow Customer Identification Procedure completely 100% of the time.
• Ensure customer satisfaction and retention while working within operating guidelines and procedures.
• Maintain a 98% Mystery Shop average
• Maintain product knowledge to assist with customer inquiries and refer the Bank’s products and services.
• Provide back-up support to the Deposit Operations Team Members, as required.
• Operate network computers/software, and other equipment necessary to handle financial transactions and customer inquiries
• Perform all applicable account maintenance activities requested by customers and management.
• Know where the CRA notice, statement and public disclosure file is located in the Branch and who the CRA Officer is.
• Participate in on-going training.
• Understand Bank mission, organizational structure, employee handbook, bank security, policies and procedures, standards of conduct and incentive program.
• Perform other duties as needed or assigned.

Skills

Preferred