Job description:Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
FULL-TIME HOURLY: These employees work from 30 to 40 hours each week and are paid on an hourly basis. They are eligible for the same benefits as salaried employees and paid time off is paid at 8 hours per day.
JOB SUMMARY:
Answers and responds professionally to calls from customers regarding products, services and problems. Assist customers with account inquiries, various banking needs and cross sells appropriately.
EDUCATION/EXPERIENCE REQUIRED:
* High School diploma or GED
* One+ year banking experience, preferably as a Teller, CSR or Personal Banker
* One year customer service experience
QUALIFICATIONS/SKILLS REQUIRED:
* Strong desire to assist customers by telephone in a call center environment
* Able to address both problem solving calls and informational calls
* Excellent verbal and written communication skills
* High level of computer literacy including ability to communicate with clients regarding different technological devices
* Strong analytical and problem solving skills
* Strong product knowledge and cross-selling
* Pleasant speaking voice and good telephone etiquette
* Able to function effectively in a stressful and ever changing environment while maintaining a postivie attitude
* Commitment to customer service
* Able to multitask
* Employees who do not have a current Product Knowledge score of 85% must pass the Product Knowledge exam before being allowed to interview
* Able to work varying hours, typically between 7:50 a.m. and 6 p.m. weekdays and Saturdays 8:50 a.m. to 1 p.m.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
1. Processes all inquiries from customers by thoroughly researching each situation, makes recommendations about the solution and relays the correct information to the customer or forwards to the appropriate person and/or department.
2. Processes maintenance changes (i.e. address changes, stop payments, close accounts, etc.) on accounts.
3. Assist clients with consumer and standard mortgage loan inquires as well as payoffs.
4. Recognizes prospects and sells Central Bank products and service to customers utilizing EnAct.
5. Handles formal complaints through the Bank’s complaint system.
6. Assists in the identification and correction of bank errors through necessary refunds, correspondence, or relay of information to the customers.
7. Answers all correspondence related to customer service or forwards correspondence to the proper department in a timely manner.
8. Shares with management customer comments on a daily, weekly, and monthly basis, and look for areas to recommend changes to ensure products and service continue to improve.
9. Participates in projects conducted by the Client Services Department.
10. Assists other departments with the implementation of new products and/or services by pretesting, providing pertinent information, etc.
11. Covers PBX (telephone system) as needed.
12. Assists with VRU (Voice Response Unit) resets.
13. Assists with CentralNET and mobile banking resets and other inquiries.
14. Assists clients with debit card inquiries, reorders, disputes, temporary limit increases, declines, travel notes, etc.
15. Assists clients with credit card inquiries utilizing TSYS and Card Manager.
16. Keeps procedure manuals current, organized, and maintained.
17. Must score at least 85% on Product Knowledge test annually.
18. If applicant does not have a current score they must take and pass the Product Knowledge exam within 180 days of starting the position.
19. Assists clients with reorder of checks through Ping One/Deluxe.
20. Performs other duties as assigned.
BENEFITS:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Vacation
- Paid Holidays
- Employee Stock Ownership Plan
- 401k Plan
- Flexible Benefit Plan
- Voluntary Life Insurance
- AD&D Insurance
- Discounted Banking Services
- EAP (Free counseling sessions)
- Discounted AAA Membership
- Fitness Discounts
- Vacation Purchase Plan
- Interest-Free Computer Loan
- Interest-Free Fitness Equipment Loan
- Service Awards
- Attendance Awards
- Funeral Leave
- Subsidized Parking (Downtown)
- Sick Leave
