Resource Center Specialist

PRIMARY PURPOSE OF JOB

Provides quality service and sells appropriate products via telephone to bank customers in an efficient and professional manner. Researches and resolves customer requests and answers customer inquiries with regard to account maintenance, balance transfers, stop payments, statement requests, etc.

This position may include nights and weekends.

EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS

• Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
• Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS

• Receives and fields incoming customer service calls, both via telephone and ITM;
• Processes transactions through ITM as necessary;
• Promotes strong and lasting customer relationships through the Call Center environment in an efficient and highly professional manner;
• Achieves a high level of success by understanding customer needs and identifying opportunities to grow the bank;
• Provides exceptional customer service by meeting all customer demands as they relate to relatively straightforward inquires, with the support of more experienced personnel; displays positive, professional tone, exhibits empathy when required, delivers key attributes and provides a WOW! experience for the customer;
• Arrives on time, logs in and is ready to receive/make customer calls as scheduled throughout the shift;
• Identifies and refers customers as well as potential customers to the appropriate personnel as needed;
• Maintains security over customer information;
• Responsible for thorough knowledge of all bank products offered;
• Responsible for knowledge and expertise in utilizing technology and numerous software packages used by the bank;
• Performs quality control functions, various reporting and tracking of performance; and,
• Completes and performs any other duties assigned

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to use/learn current technology and software applications related to position
• Must have solid customer service and problem resolution skills
• Requires good follow through
• Excellent interpersonal, verbal and written skills required
• Strong organizational skills

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent;
• Or Participate in a high school work-study program that allows for part time hours to be worked;
• Up to one year related experience in retail customer service, banking or call center is beneficial, but not required

CORE COMPETENCIES

Building Trust Interacting with others in a way that gives them confidence in ones intentions and those of the organization.

Customer Focus Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers and own organizations needs.

Contributing to Team Success - Actively participating as a member of a team to move the team toward the completion of goals.

Applied Learning Assimilating and applying new job-related information in a timely manner.

Building Customer Loyalty Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Managing Work (includes Time Management) Effectively managing ones time and resources to ensure that work is completed efficiently.

Sales Ability/Persuasiveness Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.