City National Bank Cross Lanes , WV 25045
Posted 2 months ago
EQUAL OPPORTUNITY EMPLOYER, INCLUDING DISABILITY/VETS
Summary Description
Provides excellent customer service, ensuring that all customer needs are met. Answers in-bound customer phone calls and successfully resolves service related issues concerning debit cards, online banking and IVR. Assists customers with routine service requests and provides account related information. Identifies and acts on referral opportunities for new products by recognizing customer needs.
Essential Functions
Consistently executes customer service standards to provide excellent customer service, resolve problems, and identify customers' financial needs
Collect all pertinent customer information for resolution, tracking, and audit purposes
Verify customer calls with current security procedures for identity theft prevention
Proactively identify and report any potential issues, trends, or fraud attempts to the appropriate area
Perform immediate account and/or customer maintenance on core system and auxiliary software systems when needed
Assist customers with general usage or troubleshooting issues concerning online banking (i.e. password, online transfers, e-statement enrollment, bill pay, supported browsers, etc.)
Assist customers with debit card activations, PIN resets, card denials, etc.
Assist customers with general usage or troubleshooting issues concerning our telephone banking system
Assist customers with the online account opening process (i.e. guidance through the process, troubleshooting errors, etc.)
Assist customers with mobile banking (i.e. downloading the app, supported devices, mobile deposit, general usage, etc.)
Consult with management on any customer complaint or bank error
Research and resolve any customer issues independently
Handle all requests in a professional and courteous manner
Refers customers to other departments and business partners appropriately
Completes all training within predetermined time limits
Maintains current knowledge of bank products and services
Adheres to all bank regulatory, audit, and compliance policies and procedures
Position Requirements
1-2 years call center experience, preferably in a banking or financial services environment
Experience with Jack Henry products preferred (Silverlake,Passport, Netteller)
Associates or Bachelors degree is preferred
Sales experience preferred
Bilingual preferred but not required (English/Spanish)
Ability to work a flexible schedule including evenings and Saturdays
Work is generally performed indoors in environmentally controlled conditions
Typically the employee may sit to perform the work. However, there may be some standing, walking, bending and carrying of light items in the course of the work
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Critical Skills / Expertise
Excellent customer service skills
Excellent communication skills
Good problem solving skills
Strong attention to detail
City National Bank