JOB DESCRIPTION: eBanking CSR
Summary/Objective
We seek an enthusiastic individual who can provide excellent customer service for inbound calls and in-person interactions regarding products, services, and inquiries about our electronic products. Guides customers how to use our products and services and provides technical troubleshooting. This person will build sustainable relationships through positive and open communications.
Essential Functions
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Provide excellent customer service and answer client questions within set standards.
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Identifies and meets customer needs by providing advice, guidance, and education to customers on the full range of bank products and services.
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Uses inbound/outbound telephone techniques to solidify and build client relationships.
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Troubleshoots client’s electronic and mobile banking technical issues.
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Identifies and resolves problems promptly with the use of critical thinking.
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Submits proper and accurate documentation for client needs.
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Follows through on customer inquiries, requests, or complaints.
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Uses systems and applications simultaneously.
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Maintains patient and positive attitude.
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Provide insight for continuous improvement of internal systems/services.
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Responsible for ensuring Code of Ethics/ Reg E is being followed.
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Responsible for reporting any Code of Ethics/ Internal fraud violations.
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Follow all bank policies and procedures.
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Performs other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Competencies
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Excellent Customer Service.
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Decision Making.
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Technical Capacity.
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Stress Management/Composure.
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Good Organizational Skills
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Communication Proficiency
Supervisory Responsibility: This position has no supervisory responsibilities.
Work Environment: This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, calculators, and scanners.
Physical Demands: This position requires manual dexterity and the ability to lift files and open filing cabinets. This position requires bending, stooping or standing as necessary.
Position Type/Expected Hours of Work: This is a full-time position. Typical days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. and work Saturday rotations 8:30 a.m. to noon.
Travel: No travel is normally expected for this position. However, temporary placement at other locations may occur due to vacation, illness, or staff shortage.
Education and Experience
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High school diploma or equivalent.
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Good customer service skills
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Computer skills
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EOE/AA Disability/Veteran