Job Details
Job Location
Casco – Casco, WI
Position Type
Full Time
Education Level
High School
Salary Range
$16.00 – $19.33 Hourly
Job Shift
Day
Job Category
Customer Service
Description
Position Summary:
As an employee of the Bank, supports company culture and mission statement to Have a Positive Impact on People’s Lives. Provides retail and loan service and sales for customers by responding to incoming telephone calls, emails, website contact forms and other contacts providing, efficient and consistent service which enhances the customer experience.
Principal Responsibilities and Duties:
1. Services Calls to Promote the Bank and to Enhance Banking Relationships
- Responsible for answering incoming customer calls and responding to deposit and loan e-mails from the company’s website and customer care counsel within online banking in a prompt and professional manner regarding bank products and services.
- Confirms and clarifies customer’s needs, explain possible solutions or recommendations, and follows-up on any action needed related to each transaction ensuring that the customer feels supported and valued.
- Handles customer service complaints or situations through effective problem-solving techniques, diffusing angry customers and referring the most difficult situations to the Supervisor or the subject matter expert.
- Explains past transactions, history of account or instructions to carry out an account or product change and determines appropriate response to the customer.
- Utilizes software, databases, scripts, tools or supporting departments in researching customer inquiries in order to provide answers and solutions.
- Assist with OLB and mobile services by trouble shooting solutions based on customer situation. Approves limit changes as needed within bank policy.
- Performs cash management system maintenance as needed in a back up role.
- Completes maintenance on deposit accounts.
- Performs loan fund transfers and loan advances.
- Performs other customer service duties over the phone such as check ordering, account reconciliation services, online banking and bill pay support, EFT card support, quote rates, address changes etc.
- Utilizes sales and service skills to guide every customer into the proper banking services. Attends and actively participates in sales and culture meetings.
2. Perform Daily Customer Care Center Operations
- Understands and meets or exceeds call center metrics.
- Properly code calls for reporting.
- Oversees retail deposit email box and distributes or handles inquires promptly as received.
- Reviews and edits deposit accounts, file maintenance and corresponding paperwork as assigned.
Qualifications
Knowledge, Skills and Abilities Required:
One to two years of customer service or call center experience is required. Previous banking and sales experience desired. Background in customer service and sales required. Demonstrates problem solving skills with the ability to make good decisions and exercise independent judgment. Strong phone etiquette skills required along with strong communication skills with internal and external customers. Strong attention to detail with excellent follow up skills. Strong time management, reasoning and mathematical skills required. Ability to meet service levels to maintain quality standards. Good working knowledge of Microsoft Office Suites, proficient keyboarding skills and the ability and willingness to learn new programs and software.
Competencies:
Informing, customer focus, problem solving, selling, technical skills and presentation skills.