E- Services Associate (Full Time) - Plano Ops

Customer Service Representative

Responsible for the resolution of chats, and emails from both internal and external customers. Will perform a wide variety of complex and technical tasks associated with customer transactions within specified time and quality parameters. Additional responsibility to promote the image of the bank in a professional and positive manner.

Essential Functions and Basic Duties

• Assist Management in supervising the Customer Service Center Representatives.
• Handles complaints in a professional manner.
• Professionally and promptly handles escalated chats or calls and provides customer resolution to benefit the customer as well as the bank.
• Assist Management in coaching and training of personnel.
• Takes ownership and ensures timely responses and resolutions of all customer issues, both internal and external through chat and email.
• Provides excellent customer service.
• Performs various account maintenance and transactions related to customer information and or products.
• Remains proficient for numerous products and services of the bank, including but not limited to:
• Consumer Internet Banking
• Consumer Bill Pay
• External Transfers
• E-Statements
• Debit Cards
• Consumer Loans
• Account Servicing (Stop Payments, Adjustments, refunds, address changes, etc.)
• Research
• Deposit Products
• Attend various product knowledge and customer service training classes – both online and in a classroom setting.
• Ensure optimum knowledge of all systems used by E-Services.
• Answers questions and solves problems for customers by reading, collecting data, and securing answers.
• Handles complaints in a professional manner.
• Presents and explains bank products and services to customers and assists in meeting their financial needs including the following: opening, closing, and maintaining checking, savings, time deposit, and individual retirement accounts as well as working with safe deposit boxes, savings bonds, credit cards and consumer loans.
• Consistently strives to meet the Customer Service Center's E-Service quality goals.
• Maintains and projects the bank's professional reputation, while adhering to the bank policies.
• Other duties as assigned.

• Keeps management informed of problems.
• Maintains a professional working relationship with all associates in the Customer Service Center.

Assumes responsibility for related duties as required or assigned.

• Assists other departments, as necessary.
• Keeps work area clean, secure, and well maintained.
• Maintains the privacy of customer information.

Supervisory Responsibilities:

This role has no supervisory responsibilities.

Performance Measurements

1. Financial service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.

2. Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.

3. Accurate and complete information about bank products and services is provided to customers.

4. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Management is informed of activities.

5. Consistently meets established call quality standards.

6. The bank's professional reputation is conveyed and maintained.

Qualifications

Education/Certification:

High School Diploma or GED.

Required Knowledge:
Knowledge of the bank products, services, and policies/procedures.

Experience

Required:

Two years of related experience and/or training; or the equivalent combination of education and experience. Work related experience must consist of customer service or the financial services industry.

Skills/Abilities:

Must be able to type 55 wpm or more to qualify for this position.

A test will be administered.

Excellent communication and public relations skills.

Excellent computer skills.

Well organized.

Ability to work well under pressure.

Ability to work overtime as needed or required.

Physical Activities and Requirements of This Position

Finger Dexterity:
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking:
Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing:
Able to hear average or normal conversations and receive ordinary information.

Average Visual Abilities:
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength:
Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

Working Conditions

None:
No hazardous or significantly unpleasant conditions (such as in a typical office).

Mental Activities and…