The position of Retail CSR I provides for efficient and effective service to customers, prospective customers and branch personnel via inbound telephone calls, email requests, secure messages, chat or other avenues approved by the Bank. The position provides first call resolution for all retail banking inquiries, some commercial inquiries, Online Banking (Retail and basic Business), Bankcard, Mobile Deposit and Bill Pay products.
Service support also includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties as directed. In addition to service support for these customers, potential cross-sell opportunities should be identified and referred to the appropriate department. Incoming calls are received from customers in multiple states. This incumbent should be a customer service oriented, fast learner and able to work in a fast paced environment and handle extremely confidential information.
Answers all retail and some basic commercial customer phone call inquiries including, but not limited to: account inquires; general loan inquiries; stop payment requests; address/account type changes; loan payment reversals; fee or charge reversals.
Returns customer phone messages from after hours.
Performs account transactions including, but not limited to: payments & transfers.
Assists customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting.
Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/check deposit; Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools and overall troubleshooting.
Assists customers with Debit Card inquires including, but not limited to: new/replacement/existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from Fraud Alerts or lost/stolen cards. Completes customer card transaction disputes.
Train on new products/services as implemented in order to be knowledgeable of same for overall customer and branch support.
Cross train on advanced products/services as needed for support of overall team needs and for potential advancement.
Performs weekly peer recorded call reviews for quality assurance and reports results to Retail CSR Supervisor and Customer Service Manager.
Researches and responds to secure/unsecure customer messages.
Serves as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products specific to the Customer Service. Keeps abreast of bank-wide changes and be able to communicate the impact to customers.
Recognize and evaluate cross-selling opportunities through customer profiles and account detail information.
Provide, present and promote Service Excellence to all external and internal customers.
Completes annual compliance courses.
Completes other training as assigned.
Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws including the Bank Secrecy Act.
Performs additional duties and responsibilities as directed.
Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.
The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
High school diploma or general education degree (GED); or the equivalent combination of education and experience. Work related experience should consist of duties in a business environment. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
Excellent organizational and time management skills.
Ability to work with minimal supervision.
Ability to prioritize work and responses to customers.
Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheets, web-based programs and specialty software programs.
Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to effect problem solving for customer inquiries.
Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking.
Analytical Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs procedures as needed.
Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
Customer Service Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.
Judgment Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Escalates issues to management as appropriate.
Planning/Organizing Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.
Quality Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Efficiency Demonstrates accuracy and thoroughness; looks for ways to improve efficiency while balancing quality and service excellence; Applies feedback to improve performance; Monitors own work to ensure effective use of time.
Physical Demands/Work Environment: Vision, hearing and speech are required.
Individual must have the ability to work with detailed information in a concentrated manner.
The environment for this position is an open office that is mostly clean and comfortable. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will.
The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.
The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, adding machine (calculator), typewriter, computer terminal, personal computer, and related printers.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Vision, hearing, and speech are required.
Individual must have the ability to work with detailed information in a concentrated manner. The ability to utilize the computer and/or calculator is necessary. Must have reliable transportation and a valid driver's license is preferred.
The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, training, multiple concurrent tasks, and constant interruptions