Responds to daily customer inquiries and requests related to checking/ savings accounts, online/mobile banking, debit cards and general servicing of CDs/IRAs, and consumer loans by phone, secure message, and email. Adheres to customer verification guidelines and maintains confidentiality of customer information according to regulatory guidelines and company policies. Ensures customer satisfaction and call resolution through proficient navigation of multiple programs and accurate research or escalation to an appropriate resource. Assesses customer needs through probing questions to identify referral opportunities for suitable products or services that meet their current needs and expand customer relationships. Performs customer followup to update or resolve any open customer inquiry. Provides exceptional customer service experience as defined and measured by corporate/departmental service level objectives which includes quick and accurate execution of tasks, professionalism, and courtesy
QualificationsRequired Education/Knowledge:
- General and business knowledge equivalent to a high school diploma
Preferred Education/Knowledge:
- General banking knowledge
- General knowledge of Fiserv & Nautilus
Required Experience:
- One to two years of experience in banking, retail sales or general customer service duties.
Preferred Experience:
- One to three years experience as CSR, teller or other customer service experience.
- Bilingual skills
Required Skills:
- Attained overall rating of meets expectations on last annual performance review
- Demonstrated courteous behavior with customers and others
- Able to resolve customers problems using proper sources
- Able to document and follow up all accounts correctly