Department: Customer Service Center
Reports to: Customer Service Center Manager
FSLA: Non-Exempt
Last Modified: 11.20.24
Job Summary:
Executes transactions and requests for customers via the telephone, Internet, e-mail, such as account to account transfers, selling bank services, verifying and processing account and customer level maintenance, and resolving related account problems. A CSC Rep is back-up for processing transactions at the Video Teller Machine.
Essential Functions:
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Ensures that all customer inquiries are resolved in a timely and accurate manner.
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Provides professional, courteous, and efficient service to all internal and external customers.
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Assists customers in a variety of ways, including but not limited to, updating customer information, answering questions, and resolving problems or concerns.
- Uses sales strategies to build relationships with new and existing customers by identifying their needs and determining the appropriate retail product or service.
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Provides customers with complete and accurate information regarding all the retail deposit and loan services.
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Maintains a thorough knowledge of and ensures compliance with Federal and State banking laws and regulations and adheres to Bank policies and procedures.
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Follows established procedures by completing and/or obtaining required authorization to complete customer requests.
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Follows established procedures for enrolling customers in Internet Banking and Bill Payment Services.
- Assists customers with the resolution of any Internet Banking Service issues including, but not limited to, providing new passwords, bill payment inquiries, and resolution to error messages.
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Places outbound calls to inform customers of various issues including, but not limited to, returned wires, release of dormancy, and to verify online initiated transactions.
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Accurately & professionally answers e-mails within an appropriate time frame, allowing the customer adequate time to respond, if needed.
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Reviews and answers Mobile Check Deposits throughout the day, ensuring all submissions are answered prior to 5PM or the end of business day.
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Assists customers with the resolution of any debit card issues including, but not limited to, pin resets, debit card declined transactions, and research Falcon security alerts, and entering travel notes.
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Submits Limit Increases upon branch or customer request.
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Accurately processes credit card payments.
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Ensures requests in CAA, TLIS and OLBEMS are supported with accurate and/or necessary documentation in an appropriate timeframe, daily.
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Attends periodic community events in support of the Bank’s mission and purpose.
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Performs other duties as assigned.
Skills, Experience, and Training Required:
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Completed or scheduled Product Knowledge Class.
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Completed or scheduled Advanced Horizon Training.
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Completed or scheduled Principals of Banking.
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Excellent verbal and written communication skills.
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Ability to analyze and problem-solve basic MS Office and OLB/WebAdmin issues.
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A business degree or similar education is preferred but not required.
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Highly adaptable to various tasks requiring accuracy, flexibility, and a high degree of confidentiality.
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A demonstrated ability to prioritize and accomplish varied tasks is required.
- Strong attention to detail and organizational skills are essential.
Physical Requirements and Working Conditions:
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Prolonged periods of sitting at a desk and working on a computer.
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Must be able to lift up to 15 pounds on a regular basis.
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Workspaces are generally comfortable and pleasant.
