Job Purpose and Scope:

Responsible for interacting with customers on behalf of the Bank and providing information about products and services, responding to customer complaints, and processing customer requests.

Essential Job Functions:

Manages large amounts of inbound and outbound calls in a timely manner.

Greets customers on the telephone professionally and promptly.

Follows communication scripts provided for given topics.

Responds to phone or email inquiries of a specific or general nature.

Determines appropriate response or direction for a caller.

Resolves problems within given authority.

Identifies customer needs, clarifies information, researches every issue and provides solutions and/or alternatives.

Performs duties, such as processing account balance or transfer requests, stop payment orders, change of address and other customer requests or authorizations.

Handles and resolves customer complaints in accordance with Bank policy and procedure.

Identifies and escalates priority issues.

Routes calls to appropriate resources, if needed.

Conducts follow-up calls with customers on items not able to be resolved on initial call.

Responsible for meeting personal and team target key performance indicators (KPIs).

Attends frequent training to stay informed of changes in systems, processes, and procedures.

Performs assigned interactive voice response (IVR) responsibilities.

Maintains good attendance and punctuality to work.

Follows Bank policy, procedures and guidelines.

Performs all other duties as assigned.

Knowledge, Skills & Abilities:

Knowledge of PC technology.

Knowledge of online banking software functionality.

Knowledge of internet terms, access, and usage.

Ability to communicate effectively both verbally and in writing.

Ability to demonstrate effective customer service skills.

Ability to demonstrate effective organizational skills.

Ability to use telephone technology effectively.

Ability to troubleshoot and resolve general customer issues.

Ability to work effectively with others on the team.

Ability to adhere to Bank policies and procedures.

Ability to remain professional in all work situations.

Ability to multi-task and manage changing job demands.

Ability to work Saturdays.

Ability to work additional and/or flexible hours and shifts, as needed.

Ability to apply common sense understanding to issues involving multiple variables.

Equipment Used in Job Performance/Working Environment:

Computer

Multi-function device

Telephone

Major Job Demands (Physical/Mental):

Decision-making

Problem-solving

Note: This description is not an exhaustive list of all job functions, duties, skills and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.