Description
Summary
The initial point of contact for providing excellent customer service to our customers. Primary focus on the customer’s experience. Operates the telephone switchboard console, receiving incoming calls. Interacts effectively with customers and efficiently handles all calls looking to provide immediate solutions to meet the customer’s needs. work requires courtesy and tact in dealing with people. This position requires knowledge of effective customer service techniques, ability to learn and accurately utilize a multi-line telephone system, and the ability to manage multiple priorities.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Service accounts and cross-sells additional retail products and services.Initiates discussion to determine customer needs.Sells additional products and services through cross-selling, portfolio development and focusing on the customer’s needs.Explains various account options such as account ownership, business, IRA, funeral agreement accounts, savings, certificates, and checking account programs to customers.Gathers, inputs, and verifies required personal information from customers, such as name, address, date of birth, employment information, social security number, etc., according to established procedures while maintaining the highest level of security.Refers new business customers to Consumer and Commercial Relationship Banker for additional bank services.Understands and follows the policies and procedures for new & existing customers and working to cross sell and refer all banking products and services, including to other lines of business.Responds to questions from customers and staff regarding retail bank products and services.Responds to written and verbal requests or inquires. Research customer and employee inquiries regarding retail bank product and services.Processes and maintains check orders, deposits, withdrawal, debit card applications, internet banking enrollments, and bill pay set up and questions.Keeps informed of new and existing products and services.Processes customer change of address, name, and account related data, etc.Completes documentation for exchange of government bonds.Maintains support records.Follows up on incomplete new account documentation.Make courtesy phone call to maturing CD customers.Performs all required branch opening and closing duties.Maintain the highest level of security in performing transactions by making sure all transactions are properly documented and receiving proper identification to verify customer information.Enters customers' transactions into computer to record transactions.Images and batches daily transactionsMaintain knowledge of various departments' services and functions in order to assist customers and make sales referrals.Explains, promotes, or sells products or services such as gift cards, cashier's checks, and other bank products, which will meet customer needs and increase bank business.Assists customers with service problems or general inquires via the telephone while strengthening customer relations.Adheres to all State and Federal Banking regulations.Participates in civic activities to promote growth and development of the community and a positive image of the bank.Actively makes referrals to all areas of the bank.Promptly and correctly manage customer debit card and credit card disputes.Requirements Supervisory Responsibilities
This job has no supervisory responsibilities.
Core Competencies
To be successful in this role, the employee must demonstrate sound judgment, professionalism, integrity, and a commitment to the organization's mission, values, and policies. The position requires strong analytical, problem-solving, organizational, and project management skills, with the ability to manage competing priorities, adapt to changing business needs, and consistently deliver high-quality, accurate, and timely results.
The employee successful in this role, communicates effectively, both verbally and in writing, builds collaborative relationships, provides exceptional customer service, and works productively with diverse teams. This role requires initiative, accountability, continuous learning, and the ability to make informed decisions while maintaining confidentiality and exercising good judgment.
Employees are expected to contribute to a positive and inclusive work environment, demonstrate leadership appropriate to their role, embrace innovation and continuous…