Work Days and Expected Hours:
Monday - Friday: 7:00 a.m. to 9:00 p.m.
Saturday: 8:00 a.m. to 5:00 p.m.
Sunday: 10:00 a.m. to 5:00 p.m.
(Department hours are flexible)
Function: Assumes responsibility for ensuring all external and internal customer telephone inquires and research requests are satisfied in a timely, courteous, and professional manner. Supports Branch Network to allow focus on In-Branch customers.
Duties and Responsibilities:
1.Assumes responsibility for ensuring the satisfactory handling of internal or customer related telephone inquires or service related problems by performing the following functions:
a. Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction.
b. Providing customer and internal personnel with accurate product knowledge and service information, as well as, operational knowledge that will assist personnel in the successful completion of their duties.
c. Providing professional written correspondence to customers when necessary.
2.Identifies and addresses customer needs by recommending applicable products and services that may represent a value to the customer.
3.Assists the Branch Administration Department by identifying and reporting quality service concerns that may become apparent through customer interactions.
4.Uses appropriate Customer Service/Sales/Correspondence Software to streamline process and improve efficiency.
5.Makes infrequent outbound telemarketing calls.
6.Refers customers with opening a deposit and/or loan account over the telephone to a Personal Banker.
7.Recognizes opportunities to identify and meet needs resulting in new accounts and leads.
8.Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.
9.Assumes additional duties as required.
Operates a keypad device: 99% of the day. The primary parts of the body involved in performing these tasks are the fingers, thumbs, hands, wrists, and elbows.
Sitting is required 7 hours per day in a straight position. Walking is required one hour per day. Maximum lift is pound, several times per day.
Utilize fingers and manual dexterity skills for typing on a frequent basis, up to 60% of the business day. Possess the ability to focus visually at a close distance of 18"-20" for a period of up to 60% of the business day.