Customer Service Representative

First Merchants Corporation Upper Arlington , OH 43221

Posted 2 months ago

Working at First Merchants is more than a job. We're a community bank with local roots and we care about our customers and our employees. When you join our team, you participate in our mission to build financial solutions, provide sound advice and products, and deliver exceptional service.Our focus on building individual career development plans and providing robust learning and development programs are additional reasons to join the First Merchants team.If you're ready to join a local organization that is a leader in the community, take a look at our exciting opportunities. First Merchants is a growing company with new career possibilities forming every day.As a Customer Service Representative you will enjoy flexible working hours, competitive pay and the benefit of working in a supportive team environment. This position allows you to be a valued part of our Retail Banking Team while interacting with our clients and offering beneficial financial services. As a Customer Service Representative you will: * Proactively build rapport with clients by engaging them in conversations. * Ask questions to identify clients' financial needs and goals. * Consult clients on building a more secure financial future by matching individual needs to First Merchants' products and services. * Complete routine banking transactions in a supportive team environment. * Provide dependable service thereby enhancing client loyalty. * Display patience when interacting with clients and colleagues. * Complete client transactions accurately according to established policies and procedures. * Ensure accurate balancing of cash drawer.First Merchants offers a competitive compensation and benefits plan. As a member of our team you will enjoy: * Health, Dental and Vision insurance options * Individual and team performance bonuses * Tuition assistance (up to 75% of tuition+ 50% of books)* Paid training * Advancement opportunities * 401(k) with company match * Employee Stock Purchase Plan * Paid time off * Paid holidays * Free premium checking account with a variety of great benefitsPosition Goals:Execute on individual and team sales and service metrics to help the banking center achieve the strategic and tactical goals of the company. Responsible for providing high quality customer service by accurately completing bank transactions and opening deposit accounts and processing loan applications while identifying and recommending products and services to meet the current and future financial needs of bank customers. Deliver upon a meaningful customer service experience while exceeding personal production goals.Direct Management Received:Under the general management of the Banking Center Manager or Banking Center Customer Service Manager, depending on work locationDirect Management Exercised:NoneEssential Duties and

Responsibilities:
* Provide high quality customer service on a wide variety of general banking matters within the banking center. Some banking centers are designed to be a fluid, retail space where employees are not at their desk or teller pod for long periods of time. Banking Centers are a fast-paced environment that requires ability to multi-task. * Perform Service Associate duties as needed. Ability to perform hospitality functions (i.e make coffee, serve refreshments, clean up). * Be highly responsive to customer requests of everyday monetary transactions, i.e. process deposits, loan payments, cash checks, night deposits, change orders, cashier's checks and money orders. * Assess customer's financial position to identify additional relationship opportunities. This includes acquiring and using in-depth knowledge of products/services of all lines of business at First Merchants. * Process non-monetary requests for customers i.e. approve checks for cashing; accept and process stop payment orders, order debit cards, complete address changes and process check orders * Resolve customer inquiries, problems and complaints with scope of authority while proactively using service to sales techniques to provide solutions to customers for current financial needs. * Use feedback from Customer Service surveys to build customer loyalty and create customer advocates. * Provide assistance with maintaining customer records and accounts. * Actively participate in leading the sales and service activities at the Banking Center. * Meet or exceed established individual and team sales goals to help the Banking Center achieve scorecard goals. * Effectively use the consumer and business guided conversation to assess the customer's current and future financial situation to identify and recommend additional products to deepen client relationship. * Engage customers through teleconsulting activities including but not limited to call blocks and call nights to drive attainment of individual and team sales goals assigned to the Banking Center. * Fully engage in the sales management process including, but not limited to daily huddles, weekly sales meetings, touch bases and coaching sessions. * Utilize customer relationship management tool (CRM) and other sales tools to record, track and maintain sales records for the incentive plan. * Train, coach, and guide staff with operational and sales skills. * Recognize and solicit new business opportunities; sell all bank products and services; make customer calls as required. * Open new accounts and process loan applications for new and existing clients. * Utilize kiosk to provide education and help customers enroll in electronic banking products and services during account opening. * Be knowledgeable of all bank products and support the whole bank by making partner referrals as appropriate for merchant services, treasury management, mortgages and investments. * Complete all new account onboarding calls and activities in a timely fashion. * Assist in banking center operations and ensure policies and procedures are followed. * Assist the banking center manager with general administration and operational aspects of the banking center including items such as audits and branch balancing to ensure efficiency. * Assist associates with problem resolutions and procedure inquiries. * Adhere to and participate in completing the branch daily security checklist. * Monitor and resolve deposit and loan exceptions in a timely fashion. * Comply with information security and customer and business verification policies and procedures. * Attend and/or complete applicable and required training sessions. * Understand and ensure compliance for regulations and reporting, including but not limited to: Bank Secrecy Act (BSA), OFAC, CIP, EDD, etc. * High performing CSR's may serve as a Banking Center Mentor.Knowledge, Skills and Abilities:In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Work/Life Balance, Composure & Patience, Drive for Results, Self Development & Knowledge, Dealing with Change, Decision Quality, and Informing.CompetenciesScorecard Results * Identify sales and referral opportunities to deepen and retain client relationships. * Achieve 100% of monthly individual sales/referral POINTS goal assigned in Connections. * Utilize the Guided Conversation in the HUB to conduct a needs based conversation with each client to uncover needs and recommend solutions. * Remain current on all changes related to products, services and tools to support the sales/referral process. * Utilize Connections and the HUB to increase performance and maintain accurate customer records. All recommendations and referrals are tracked appropriately through Connections and client conversations are accurately captured in the Guided Conversation/ Log-A-Call. * Achieve a quarterly individual cross-sell goal. * Achieve a quarterly banking center net new goal. * Participate in banking center consumer and business lending by completing a minimum of one loan per month. * Actively contribute to the banking center achieving Investment appointment, mortgage referral, business banking referral and First Direct goals. * Actively participate in morning huddles, weekly sales meetings, and partnership meetings. * Actively participates in banking center call events i.e. call blocks, call nights, etcCustomer Experience * Deliver a differentiated customer experience by providing superb customer experience through the following behaviors: * Greet each customer, use the customer's name, make eye contact, smile and thank them for their business. * Identify customer cues and conduct a needs based conversation with each client to uncover needs and recommend solutions. * Take ownership of customer inquiries and ensure the appropriate follow up * Utilize the customer feedback portal on Passageways as a central repository for customer compliments and complaints. * Adhere to service level agreements by returning calls and e-mails within 24 hours. * Maintain a professional image detailed in the FMB dress code to include name tag and FMB shield * Completes all new household on-boarding calls as scheduled i.e. 2,2,2,6,1 * Embraces the client conversation model and utilizes retail tools i.e. HUB, Connections, ODP Selling Aid, checking placemat, etc. to convert service opportunities to sales opportunities with existing clients.Operational Effectiveness * Minimize banking center losses by adhering to check cashing guidelines and Associate Balancing Criteria. * Adhere to all new account opening guidelines. Avoid deposit exceptions and clear new exceptions within 30 day. * Adhere to all consumer lending guidelines. Avoid loan exceptions and clear new exceptions within 30 day. * Comply with information, physical security, and cyber security policies. * Understand and ensure compliance for regulations and reporting, including but not limited to: BSA, OFAC, CIP, EDD, etc. * Assist with operational aspects of the banking center including: control opening and closing of the banking center, conduct audits, and banking center balancing. * Know and utilize resources when making decisions to minimize loss. * Follow all bank standard operating procedures. * Actively participate in all banking center operational tasks to ensure soundness as measured by the Operational Scorecard. * Effectively copes with change by shifting gears; makes decisions based on knowledge at-hand; has the ability to move-on if circumstances dictate; comfortably handles risk and uncertainty.Compliance Training * Complete all assigned compliance training via MyLO.Working Relationships * Works well in cooperation with others for the benefit of the company. * Receives and carries out instruction in a positive manner. * Responds well to balanced feedback from manager and peers. * Open to learning and coaching; viewed as a team player by being cooperative and collaborative. * Engages in partnerships across all lines of business to deliver the entire bank to clients.Sales Process * Actively participates in banking center call events i.e. call blocks, call nights, etc * Fully utilize sales resources to proactively set client appointments for the upcoming week. Achieve all assigned appointment goals. * Utilizes Connections and the HUB to increase performance and maintain accurate customer records. All recommendations and partner referrals are tracked appropriately through Connections and client conversations are accurately captured in the Guided Conversation/ Log-A-Call. * Take action 100% of the time on green opportunities and red alerts presented in the HUB. * Actively lead and participate in morning huddles, weekly sales meetings, and partnership meetings to proactively drive results.Location Tremont Center Work Hours Full time Mon-Fri, rotating Sat. RequirementsPosition

Requirements:
Education- High school diploma or equivalent (GED).Experience- Over one (1) year of banking, sales, or related experience.Other- Ability to obtain Notary Public designation.Ability to multi-task in a fast paced environment.In-depth knowledge of products/services offered by the bank (all lines of business).Physical RequirementsAbility to stand for long periods of time and move freely about the office.Ability to lift files, open file cabinets, bending, and stooping.Ability to ambulate fingers to utilize office equipment such as a computer, phone, printer, etc.Preferred

Requirements:
Prior banking experience.Ability to sell and cross-sell bank products and services.Bachelor's degree. * Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. * Please view Equal Employment Opportunity Posters provided by OFCCP here. * The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)Apply Online Send This Job to a FriendCareers*
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