Location: Jefferson City,MO, USA
Answer incoming calls and emails from customers needing assistance in a variety of areas. Cross-sell Bank services through needs identification and by following Step program guidelines thus ensuring that most positive and profitable relationship possible exists between the Bank and its customers. Submit referrals to correct departments based on customer needs including consumer and commercial loans, mortgage loans, investments, merchant services etc. Process appropriate paperwork for additional products like BusinessLink RT, ReSubmitit, etc. Give customer applications for other products MasterCard/Visa, home loans, etc. Enter appropriate tracking referrals and utilize the STEP program. Monitor and meet set referral goals. Provide assistance to co-workers with customer inquiries or problems. Ensure prompt and courteous response to customer inquiries. Sign customers up with banking@home and assist them with any problems they encounter. Advise how e-statement and online bill pay service works and assist customers as needed. Do bulk of check orders and handle check order issues. Process check orders that are returned to the bank and follow up on lost check orders. Assist customers with inquiries and problems with balancing and reconciling their accounts at the Bank. Direct telephone traffic to appropriate personnel if unable to handle request personally. Attend to Debit Card problems by mailing cards back to customers or destroying on a daily basis. Handle Debit Card problems such as lost, error resolution, and replacement as backup to regular person. Contribute to the effort of the Bank by performing other duties as assigned and request additional such duties as time permits. Three years experience working for a bank or other financial institution preferred. Work experience in direct customer contact (i.e. retail sales or customer service). Sales experience preferred. Skills and abilities needed to develop customer relationships with current and prospective customers. Strong customer service and relations skills. Ability to identify customer needs and develop creative, workable solutions to satisfy customers. Good verbal communication skills as evidenced by the ability to interact both face-to-face and over the telephone with customers and co-workers. Demonstrated ability to use tact and diplomacy when dealing with customers and co-workers, and a professional personal appearance and attitude at all times. Good math skills. Ability to manage multiple tasks simultaneously in a fast-paced environment. Analytical (statistical), organizational, time management, and problem solving ability. Good typing/word processing and written communication skills. Working knowledge of various word processing and spreadsheet software.