EOE M/F/Vets/Disability Affirmative Action Employer

JOB SUMMARY: This position is responsible for directing and assisting all incoming callers.

ESSENTIAL JOB FUNCTIONS:

• Responsible for Customer service; continual contact with customers and all levels of employees over the telephone.
• Determine customer needs, answer deposit and loan account inquiries, complete necessary transactions, open, maintain, and close requested accounts, trouble shoot debit card and online banking issues, direct customers to correct area or team member, and complete follow-up with customers.
• Regularly use judgment and discretion in solving problems, offering solution, correcting errors, waiving various fees, service charges and overdrafts.
• Determines customer needs and appropriate products to be offered or actions to be taken. Takes corrective actions when necessary.
• To monitor and log customer complaints. To determine what action, if any, is necessary to resolve the issue.
• To work with all other departments to maintain open communication and positive work relations.
• Must be able to meet punctuality and attendance standards.
• Effectively cooperate with supervisors, co-workers and customers.
• Follow the directions of the supervisor.

ADDITIONAL RESPONSIBILITIES:

• Perform other duties and projects as required by management.

MINIMUM QUALIFICATIONS FOR CONSIDERATION:

• High School diploma or equivalent.
• Must have at least 2-5 years banking experience in related areas or experience and/or education providing equivalent knowledge, which may include a combination of customer service, sales, administrative, and bookkeeping experience.
• Proficient computer, 10 key, and typing skills.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to maintain confidentiality.
• 10-key skills
• Strong verbal and written communication skills.
• Strong interpersonal skills: able to work well with a wide range of people.
• Strong organizational and time management skills.
• Demonstrate dependability through good attendance and adherence to timelines and schedules.
• Strong follow through on projects and deliverables.
• Strong analytical skills.
• Strong problem-solving skills.
• Demonstrate resourcefulness and ability to take initiative in development and completion of projects.
• Strong sense of customer service.
• Strong proficiency in PC applications; Windows Operating Systems, MS Word, MS Excel are required.
• Must have knowledge of all bank products.

PHYSICAL REQUIREMENTS:

This work is sedentary and requires the following physical activities:

• Sitting for long periods of time; occasional bending, squatting, kneeling, stooping; good finger dexterity and feeling; frequent repetitive motions; talking, hearing, and visual acuity.
• Frequent lifting (up to 10 pounds of paper supplies or minor office equipment).

WORKING CONDITIONS:

• Normal office environment.

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NOTE: The above statements are intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees in this position.