Choiceone Financial Services, Inc. Sparta , MI 49345
Posted 2 days ago
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Description
Non-Exempt
Equal Employment Opportunity
Corporate Values & Mission
"Provide superior service, quality advice and show our utmost respect to everyone we meet."
General Summary
Provide world class support and service to our banking customers. Treat each customer with respect and courtesy, responsively addressing their service concerns, and recommending ChoiceOne products and services to help them achieve their financial goals. Take ownership of each customer service situation and work to resolve issues, deepening the customer relationship upon a "First Call Resolution" process.
Reports To: Customer Service Center Assistant Manager
Essential Duties and Responsibilities
Provide friendly, helpful service to our English and Spanish speaking customers that promotes financial discipline by:
Preparing for daily interactions with a professional mindset and an organized workstation.
Maintaining knowledge of the bank's products, services, and processes.
Proactively greeting clients with a smile and warm tone.
Understanding the client's objectives by asking appropriate questions and listening to the client's responses.
Recommending the best solution or guiding the client to the appropriate staff to accomplish the client's needs and strengthen their financial well-being.
Processing the transaction accurately and efficiently.
Following up with the clients to ensure satisfaction and provide encouragement.
Proactively displaying teamwork and respect for other team members.
Answer incoming calls quickly and efficiently, escalating issues when appropriate
Take ownership of call and respond with a "First Call Resolution" mindset
Maintain, cross-sell, and refer all ChoiceOne products
Record all client contact, sales, or referrals via Synapsys
Attends department meetings as scheduled.
Additional responsibilities as assigned.
Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
Be familiar with and comply with all federal and state banking regulations as applicable
Requirements
Qualifications
To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.
Experience and/or Education
High School Diploma or GED
Minimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales preferred
Fully Bilingual in English and Spanish languages - both written and verbal skills required
Competencies
Communication
Problem Solving
Customer Service
Ethics
Interpersonal Skills
Reliability - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; able to provide flexibility and adapt to changing schedules; follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Physical Demands and Work Environment
Ability to work in an office environment which may include many hours of computer and telephone usage.
This position is not remote-eligible.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodations.
Choiceone Financial Services, Inc.