Customer Care Concierge I

Customer Service Representative

Responsible for providing professional customer service promptly while building customer rapport with a high degree of personal service, maintaining customer loyalty and satisfaction. Understand, promote and provide information for assisting customers with their needs while looking for cross-sell opportunities using a thorough knowledge of bank products and services. Work schedule will include some weekends and evenings and requires excellent attendance and punctuality. All employees are expected to protect the information and assets of the organization through heightened awareness of information security, cyber security, and risk management best practices, as well as complying with all applicable laws, regulations, and organizational policies.

Responsibilities include but are not limited to the following. Other duties may be assigned.

• Manage incoming and outgoing phone calls, representing the bank in a positive, courteous and professional manner, keeping records of customer interactions, performing transactions and making updates to customer records, when needed.
• Handle complaints or reported issues / incidents while providing helpful solutions or alternatives within allowable time limits and reporting issues and follow up to ensure timely resolution; maintaining appropriate documentation.
• Monitor and access web-based modules for customer and / or vendor initiated correspondence, forms and activities for customer support needs, handling of potential issues and proper follow up; detecting suspicious activities and potential fraud and ensuring properly and timely handling.
• Identify and assess customers needs and cross-sell or make sales referrals of bank products and services, as needed.
• Process and perform check back of various forms, reports, etc., to accommodate customer product and service needs and ensure accuracy and compliance with standards and procedures; detecting potential fraud when possible.
• Meet or exceed established referral goals.
• Send communication using the appropriate electronic or digital channel to promote, inform and update customers of bank product and services.
• Perform data entry and work with various software programs.
• Compile, process and monitor various reports.
• Maintain information on the Banks Intranet as directed.
• Maintain appropriate documentation following record retention processes and guidelines.
• Maintain familiarity with applicable laws, regulations and general safety and soundness guidelines and assist in ensuring compliance with such.
• Maintain familiarity of applicable Bank policies, procedures, products and services.
• Assist in developing and / or updating procedures.
• Assist in developing and / or updating training materials to educate bank personnel in customer service expectations to maintain customer service levels.

Qualifications and Skills : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education / Experience : High School diploma or equivalent. Minimum of one year of experience in banking, customer service or other related area required. Associates degree preferred.

Knowledge / Skills / Abilities : Strong organizational skills and attention to detail. Strong customer service orientation. Ability to problem solve, prioritize tasks and meet required deadlines. Ability to think critically and use good sound judgment in decision making. Ability to promote, sell and cross-sell bank products and meet referral goals. Ability to respond to common inquiries or complaints from customers, co-workers or vendors. Ability to write routine correspondence and communicate effectively and tactfully, orally and in writing with employees, customers, vendors and management. Ability to define problems, collect data, establish facts and draw valid conclusions. Must understand and comply with company policies and procedures. Ability to maintain a friendly, helpful and courteous attitude when working with customers or co-workers under diverse conditions. Ability to accurately and quickly complete standard mathematical calculations. Ability to use a calculator, computer and applicable software. Ability to use Microsoft Internet Explorer and Microsoft Office programs, specifically Word, Outlook and Excel.

Physical Demands :