Customer Service Specialist-Extended Hours (Work from home flexibility)

GENERAL FUNCTION:

Responsible for delivering enthusiastic, professional quality service to customers as well as bank personnel with regard to all financial products and services offered through traditional and/or digital channels. Serves as a service center liaison outside of normal business hours.

MAJOR DUTIES AND RESPONSIBILITIES: • Efficiently serves the needs of internal and external customers. • Answers inbound telephone calls, responds to customer inquiries and problems concerning their accounts, and gathers necessary information to document and resolve customer problems. • Maintains telephone call statistics and documents account information on the computer for each customer. • Adheres strictly to privacy of customer information in a remote environment. • Processes telephone transfers and loan payments; quotes loan payoffs; and processes stop payments requests made by phone. • Monitors, answers or forwards all e-mail records received to the appropriate department or person. • Monitors and responds to online chats from website. • Maintains and applies knowledge of regulations governing transactions in relation to banking services including but not limited to demand deposits and savings accounts. • Resets electronic banking PINS, duplicates statements requests, and answers debit card inquiries. • Assists customers with Internet Banking and Bill Pay. Resets passcodes, assists with log-in, or guides through Internet Banking website. • Responsible for answering debit card inquiries, including reset of PINs and ordering replacement cards. • Video Teller assistance for ITMs

ADDITIONAL RESPONSIBILITIES: • Maintains accurate department records. • Keeps abreast of all bank products and services. • Cross-sells to existing and prospective customers. Identifies sales referral opportunities and makes appropriate referrals and participates in sales campaigns as identified. • Performs any other duties assigned by supervisor.

JOB QUALIFICATIONS: • High school graduate or equivalent. • Extensive knowledge of deposits, loans and banking products and services with a minimum of two years customer service experience or related experience. • Financial Call Center experience preferred but not required. • Ability to work independently. • Ability to perform repetitive tasks. • Ability to work from home remote position. • Ability to sit for extended periods of time. • Ability to travel to office for periodic meetings and training. • Ability to multi-task • Ability to work outside normal banking hours • Good working knowledge of Microsoft 360 (Excel, Word, Outlook, etc.) • Attention to detail • Relationship builder • Flexible and dependable • Good communication skills, both verbal and written. • Demonstrates proficiency and commitment to excellence in performance of duties.

STANDARDS OF PERFORMANCE:
• Report to work in a timely manner using secure remote connection.
• Complete work accurately and efficiently.
• Avoid Distractions
• Use the right technology and follow the "Work from Home" guidelines.
• Maintain positive work-environment with co-workers and customers.
• Conduct customer relations in a manner that will enhance the overall marketing effort of the bank. Provide courteous and professional service to all customers.
• Requires ability to work well with others.
• Follow all company policies and procedures.
• Must meet technical requirements.
• Internet Speed Test must be met to support technical requirements; 10 Mbps download/5Mbps upload, with a latency of 50ms or less.

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