Job Description
Responsibilities include but are not limited to :
- Follow bank established guidelines regarding customer service and deliver an exceptional customer experience in accordance with Valley's mission statement.
- Manage all customer issues while maintaining the highest level of professionalism, provide thoughtful prompt resolution with empathy, poise a consistent voice with the on-going goal of establishing a positive customer experience.
- Answer high volume of phone calls, respond to e-mails including various communication channels from clients regarding balances, transactions, Debit Card usage / limits, Internet Banking, and other general banking queries.
- Maintain proficient knowledge of Bank products and services and ability to educate customers on such, as well as cross sell various products and services.
- Maintain ownership of issues to resolutions and escalate unresolved issues through proper channels.
- Responsible for achieving individual sales, referral and service quality goals.
- Develop referrals from prospects calling to inquire on bank products and services.
- Provide operational support and trouble shoot issues for various digital banking products, such as Online Banking, Remote Deposit Capture, Mobile Banking, Mobile Deposit, and Mobile Wallet / Bill Pay.
Requirements
Required Skills :
- Excellent verbal and written communication skills.
- Strong Customer Service Skills with the ability to engage customers in conversation regarding products and services.
- Proficient computer skills; ability to understand and utilize multiple systems, computer and databases.
- Demonstrate a working knowledge of bank products, services and policies.
- Ability to solve practical problems.
- Demonstrate a professional manner and team spirit.
- Must be self-driven with a positive outlook and have the ability to demonstrate confidence, tact, patience, and diplomacy while dealing with customers.
- Detail oriented and organized.
Required Experience :
- High School Diploma or GED and a minimum of two years' high volume call center experience, teller or branch banking experience.
- Bilingual preferred.
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