Universal Customer Service Specialist

General Position Scope:

Responsibilities focus on assisting customers with account transactions and requests received via the Interactive Teller Machine (ITM) and via phone in the contact center. This position will rotate between these areas on an as-needed basis. The Universal Customer Service Specialist is responsible for providing excellent customer service to internal and external customers on all Bank Plus products and services.

• Provide the best possible service to all customers. Greet customers with a friendly and confident demeanor. Speak clearly during interactions, show enthusiasm, and maintain a professional appearance.
• Processes transactions via teller machine and telephone accurately and efficiently in accordance with established policies and procedures.
• Protect customer and account information by following privacy policies and bank policies/procedures.
• Provide information and assistance on all Bank Plus products and services, including fee schedule, Call Plus, e-Bank Plus, Check Cards, branch information, i.e. location, hours.
• Sell and cross-sell Bank Plus products and services to new and existing customers.
• Close lost or stolen Check Cards, request PIN mailers and handle telephone transfers, stop payments, check reorders, etc. for customers.
• Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.
• Verifies transactions and resolves discrepancies.
• Correspond with customers via  e-mails, web chats, and myTTY service for hearing impaired customers.
• Responsible for customer call backs and research.
• Provide information on advertised promotions and sponsor ships bank wide.
• Attend and participate in team meetings.
• Perform other duties as assigned.
• Participate in the bank’s High-Performance Rewards Connections Program.
• Make referrals to Mortgage Center and Wealth Management.
• Maintain a thorough knowledge of Bank products, services, policies, procedures, and appropriate regulatory issues as related to daily job functions including but not limited to:
  Bank Secrecy Act;
  Privacy Act;
  Fair Lending Act;
  Regulation E, etc. Complete required compliance training and adhere to the Bank’s standard of conduct.

• Bachelor’s Degree preferred.
• One (1) year of similar or related experience in Customer Service, Public Relations, or Communications
• General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Extensive reading as needed.
• Work outside of regular business hours, as deemed necessary.
• Ability to make difficult decisions and handle multiple tasks with daily deadlines.