Job Description

Position Summary:

Perform accurate and efficient front-line contact center functions for bank customers. This includes opening new Checking, Savings, IRA, and CD accounts, and responding to customer inquiries regarding account status. This position works within a team structure to provide quality customer care and efficient call/online handling. Position must be able to perform all the duties of CSR I, II and III. Position takes Escalated calls and may be required to assist with supervisory functions on intermittent basis.

Overall Responsibilities:

• Answer general questions, provide education, and offer service to customers in a professional and courteous manner with 100% first call resolution and customer retention focus.
• Handle, research, and resolve phone, online, and/or email inquiries/requests from customers
• Assist agents with customer interaction on situations requiring escalation.
• Assist supervisor in completing supervisory responsibilities - as assigned.
• Provide agents assistance with any inquiries pertaining to their tasks and in researching historical data.
• Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.

\xc2\xb7 Track and document customer contacts into customer relationship management applications and systems, to including typing clear and concise notes for each action taken.

• Obtain and verify information by phone or online, using professional and courteous phone techniques.
• Complete all follow-up work related to customer inquiries
• Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.

\xc2\xb7 When circumstances dictate, communicate with appropriate offices for follow up.

\xc2\xb7 Maintain strict confidentiality with customer account information.

• Keep abreast of client developments affecting customer service, new product offerings and processes of company and customer service center by reading daily updates and attending briefings/training.
• Conduct self-evaluations using quality coaching tools to assess personal skill development and review results with Supervisors
• Participate in team meetings and contribute ideas to department for the improvement of the team or improvement of the work process
• Maintain acceptable attendance and punctuality. Follow policy and procedures for communicating any changes and preferences in schedule to Supervisor
• Support additional duties as necessary in high volume or promotional periods
• Adhere to company and client productivity and quality performance expectations and policies and procedures
• Research account related inquiries and problems. Provide responses as required to customers. Document accounts accordingly. Follow through to completion
• Relay customer insights for continuous improvement

Job Requirements:

Knowledge, Skills & Abilities:

• Customer Orientation and Focus
• Ability to multitask (talk, type, navigate)
• Must be a self-starter, organized, detail oriented and have ability to handle multiple projects simultaneously
• Minimum typing speed 20 WPM
• Strong account knowledge.
• Strong Problem solving and resolution skills
• Strong internet navigation and website user knowledge
• Skills in establishing and maintaining effective working relationships with staff and customers.
• Email and Chat correspondence skills
• Strong Organizational and team work skills
• Conflict resolution skills
• Experience with contact center technologies
• Sales, cross-selling, and up selling experience desirable.
• Ability to work in a fast-paced environment
• Excellent verbal and written communication skills.
• Computer proficiency and knowledge of how and when to use reference material and on-line information.
• Phone Etiquette skill.
• Flexibility in regard to work schedules
• Ability to maintain strict confidentiality with customer account information.
• Strong customer services skill.

Experience:

• Minimum high school diploma or equivalent, required
• Prior contact center or customer service experience preferred
• Demonstrated problem solving and decision-making skills.
• Effective time management and organizational skills.
• Experience in Windows and Internet-based environment required.

\xc2\xb7 Full competency in the CSR III Role.

Physical Demands & Work Environment:

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