GENERAL DESCRIPTION OF POSITION: This position is responsible for taking calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Deliver consistent, high quality service to all internal and external customers and maintain strict confidentiality in all bank matters.
2. Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
3. Check figures, postings, and documents for correct entry, mathematical accuracy and proper coding. Follow documented policy and procedure to make necessary adjustments.
4. De-escalate situations involving dissatisfied customers, offering patient assistance and support.
5. Call clients and customers to inform them about the company new products, services and policies.
6. Promptly and successfully complete all compliance training as determined by the compliance department.
7. Attend department and company meetings/training which may be outside of regularly scheduled work hours.
8. Assist customers with debit cards, including disputed transactions, canceling lost or suspect cards, resetting access and adjust accounts accordingly.
9. Access computerized financial information to answer questions and resolve issues related to customer accounts. Customer contact may be in person or over the phone.
10. Guide callers through troubleshooting, navigating the company site or using the products or services.
11. May be required to compile reports to show statistics pertinent to operation of business.
12. Help to train new employees and inform them about the company customer management policies.
13. Assist customers with on-line banking, creating accounts, re-setting access etc.
14. Transferring calls to other departments and managing customer information files.
15. Identifying customers needs, clarify information, research every issue and providing solutions.
16. Build sustainable relationships and engage customers by taking the extra mile.
17. Perform any other related duties as required or assigned.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable qualifiedindividuals with disabilities to perform the essential functions. FirstCommunity Bank is an EO employer – Veterans/Disabledand other protected classes.
