Customer Service Specialist II - Frankfort, KY

Overview

Customer Service Specialist II

Job
-8756

Locations:
Multiple Locations (Remote within the Bank's footprint; may attend in-person meetings occasionally). Market:
Lexington. Full-time. Hours per week: 40.

• Identify, respond to, and resolve customer requests related to bank products and services in the Bank's call center.
• Serve as the primary interaction point for customers, providing professional and courteous support while adhering to required metrics.
• Respond to and resolve customer inquiries within established departmental service levels.
• Process inbound calls from all queues (account questions, product/service information, digital banking, debit card processing, bank policy, and other requests) and use training materials to resolve issues independently.
• De-escalate situations or escalate to a supervisor after de-escalation attempts.
• Assist customers with various computing environments (Apple and Android), browsers, and operating systems to support digital banking services.
• Own customer requests to resolution, complete transactions, and engage appropriate business partners to correct account information.
• Identify and resolve customer issues and complaints promptly and accurately.
• Attend weekly quality review meetings for ongoing development (coaching, career development, call metrics, policy/procedure updates) and monthly departmental meetings.
• Adhere to agent metric standards for calls, schedule adherence, call quality score, ready/not ready time, and customer satisfaction.
• Maintain knowledge of deposit, loan, digital banking services, and other banking products.
• Provide service and support through multiple channels (phone, chat, and/or email) with proficiency in each channel.
• Identify potential customers and discuss product benefits, explaining value and closing the sale when appropriate; may read from a prescribed script.
• Support outbound campaigns and meet KPIs set by the customer service center.
• Identify financial needs and submit referrals accordingly.
• Accept other assigned duties and responsibilities as needed.

• High school diploma or GED required.
• Minimum of one year of customer service experience; banking/financial institution experience preferred.
• Minimum of one year of contact center experience or equivalent.
• Minimum of six months of outbound calling experience preferred.
• Minimum of six months of any sales experience preferred.

• Banking is a highly regulated industry; maintain proficiency in Bank policies and procedures and comply with applicable laws and regulations, including Bank Secrecy Act (BSA) regulations.
• Strong time management skills and ability to work independently in a fast-paced environment with minimal follow-up.
• Adhere to communication protocols with supervisors when schedules or duties cannot be performed as expected.
• Willingness to work a flexible schedule with possible additional hours and outside normal banking hours.
• Ability to work under pressure, maintain a positive attitude, and adapt quickly to change in a remote environment.
• Provide service that differentiates the bank from competitors and build customer relationships.
• Maintain confidentiality and demonstrate effective written and oral communication with spelling, grammar, and etiquette.
• Build rapport with potential customers and engage in financial journey conversations; achieve proficiency and certification in one or more customer service skills.
• Experience with PC use and maintaining home networking for reliable access to the Bank’s virtual environment; familiarity with Android and Apple products and Bank-supported browsers/OS.
• Typing speed and accuracy; operate standard office equipment.

Full-time position. Location options include multiple locations listed under All Locations.