Connection Center Representative

• 401k
• Dental Insurance
• Life Insurance
• Medical Insurance
• Vision

Our work environment is fast-paced and requires team members to provide exceptional customer service, be detail-oriented, learn quickly and have strong organizational skills. Most importantly, we want our team members to have a positive attitude and enjoy their job and their co-workers.

Team members are expected to strongly support the Bank’s Strategic Plan, and to perform their job duties in accordance to and in the spirit of the Bank’s mission statement and Organizational Values.

The Connection Center Representative (CCR) is responsible for providing exceptional service to clients and ensuring their banking needs are met across a variety of departments and is the front desk staff at the Home Loan Center. The CCR will be expected to manage multiple tasks and priorities simultaneously. The role requires a customer-focused, solution-oriented individual who can work across multiple functions, including general customer service, some teller services, loan assistance, account management, and more.

The CCR may assist customers in person, over the phone, and through digital channels.

• Greet and assist customers with general inquiries, account information, and banking product details.
• Respond to customer inquiries via phone, email, chat or in-person in a professional and efficient manner.
• Provide accurate information regarding account balances, transactions, fees, and bank policies.
• Resolve customer complaints and issues, working closely with all departments when necessary to ensure customer satisfaction.
• Educate customers on various bank products and services, such as savings and checking accounts, and general loan options.
• Work closely with all departments and locations to provide seamless service to customers.
• Should maintain vigilance for indication of potential fraud or suspicious activities.
• Responsible for conducting accurate and courteous interactions, answering Connection Center phone calls, and providing resolution/escalation to complex issues on customer accounts.
• Maintain a positive and professional relationship with colleagues, contributing to a productive work environment.
• Perform Notary services.
• Role is customer facing and requires a friendly helpful disposition.
• May process customer transactions, including, but not limited to deposits, withdrawals, loan payments, and transfers.
• Assist customers with routine and general inquiries into account details
• Verify identification and check for discrepancies in accounts or transactions.
• Perform various operational tasks as needed.
• Create customer records (CIF) in relevant systems and perform basic account maintenance.
• Assist customers with basic questions about loan applications for mortgage and loan servicing.
• Complete and prioritize tasks assigned by the Servicing Team. Follow guidance and direction from the Servicing Team Manager regarding task priorities, processing requirements, and deadlines.
• Serve as general administrative support staff at location to include maintaining common areas and breakroom, ordering supplies, organizing location meetings/celebrations including food orders, and coordinating with support staff at all locations for bank-wide events.
• Handle administrative tasks such as document scanning, filing, and data entry related to customer accounts or transactions.
• Actively participate in team meetings, training, and other activities aimed at improving customer experience and operational efficiency.
• May assist with monthly expense reporting.
• Other duties may be assigned; providing general support for location.
• Must comply with all company policies and procedures, applicable laws and regulations, including, but not limited to the Bank…