Location: Johnstown,PA, USA
ESSENTIAL FUNCTIONS:
* Receives and processes incoming calls from customers.
* Responds to inquiries and determines the appropriate response or direction, and proactively offers the most convenient solutions or options for the customer.
* Completes various operational processes to support customer requests.
* Processes account balance or transfer requests, stop payment orders, changes of address and other customer requests or authorizations.
* Completes trouble shooting if needed to support a customer inquiry.
* Collaborates and refers to internal business partners by referring customers to the appropriate professional to ensure a full range of financial solutions to meet their needs:
* Reviews reports, prepares correspondence, and participates in special department projects as required.
* Ensures that all departmental documents and activities are performed in compliance with applicable laws, regulations, policies, and procedures as applicable to this position, including completion of required compliance training.
* Provide support to call center staff in manager/supervisor absence.
* Performs other duties and responsibilities as assigned.
REQUIRED SKILLS/ABILITIES:
* Excellent verbal and written communication skills.
* Exceptional organizational skills and strong attention to detail.
* Excellent time management skills with a proven ability to meet deadlines.
* Strong analytical and problem-solving skills.
* Ability to function well in a high-paced and at times stressful environment.
* Proficient with Microsoft Office Suite or related software.
SUPERVISORY RESPONSIBLITY:
This position does not supervise employees.
EDUCATION and EXPERIENCE:
* High School or GED equivalent.
* Minimum two (2) years of providing outstanding customer service or sales experience, financial services setting, is required. Call Center experience is preferred.
PHYSICAL REQUIREMENTS:
* Ability to concentrate and perform responsibilities by maintaining a constant state of focus and mental alertness.
* Ability to lift up to 20 pounds (i.e., files).
* Ability to communicate in person, through email or via telephone with customers and staff members.
* Ability to sit or stand for an extended period.
* Specific vision abilities required by this job may include close vision and the ability to adjust focus.