Position Title: Customer Service Center Representative 2Reports To: Customer Service Center ManagerGENERAL SUMMARY:Performs services for customers via the telephone, Internet, e-mail, and mail, such as opening new accounts, selling bank services, verifying and processing changes to existing accounts, answering customer questions, resolving related account problems, and processes loan applications via the phone or Internet. Also is the back up for processing transactions from the Video Teller Machine. As well as being involved in community initiatives as needed to support the development of relationships in the communities the Bank servesESSENTIAL JOB FUNCTIONS*:
- Provides professional, courteous, and efficient service to all internal and external customers.
- Provides assistance to customers in a variety of ways, including but not limited to, opening accounts, updating customer information, answering questions, and resolving problems or concerns.
- Uses current sales approach to build relationships with new and existing customers by identifying their needs and determining the appropriate retail deposit and/or loan product or service.
- Provides customers with complete and accurate information regarding all of the retail deposit, loan and mortgage products and services.
- Maintains a thorough knowledge of and ensures compliance with Federal and State banking laws and regulations and adheres to Bank policies and procedures.
- Follows established procedures by completing and/or obtaining required documentation in all areas of new accounts, in an effort to properly identify new customers of the Bank and minimize potential losses.
- Follows established procedures for enrolling customers in Internet Banking and Bill Payment Service.
- Assists customers with the resolution of any Internet Banking Service issues including, but not limited to, password resets, providing new passwords, bill payment inquiries, and resolution to Internet Banking error messages.
- Places outbound calls to inform customers of various issues including, but not limited to, POD adjustments of $100.00 or more or compromised debit cards.
- Answers all e-mails/ secure messages from customers.
- Reviews Mobile Check Deposits throughout the day.
ESSENTIAL JOB FUNCTIONS* (continued):
- Purge Inactive OLB and Bill Payment Customers
- Reviews closed account report to remove Bill Payment Access
- Completes OLB Address Change Request
- Completes OLB requests for check copies and statement reprints
- Assists customers with the resolution of any Debit Card issues including, but not limited to, pin resets, debit card declined transactions, and research Falcon security alerts
- Assists customers with Loan Servicing inquiries.
- Interviews potential mortgage customers to determine the appropriate mortgage product for them, as well as quoting mortgage rates.
- Assists the Accounts Maintenance Representative with customer maintenance follow-up.
- Assists internal and external customers with resolution of their ATM/Debit Card situation including, but not limited to, pin resets, closing ATM/Debit Cards, restricting ATM/Debit Cards, and researching why transactions did not post.
- Contacts all affected compromised debit card customers, ensures customer information is updated, and replacement cards are ordered.
- Process ATM/ Debit Card, Bill Payment, Mobile Check Deposit limit increase requests
- Enters Travel Notes for Debit Cards
- Sets up Construction Escrow Accounts
- Sends Weekly report to Deposit Operations for Phone Number and Email Changes completed through OLB
- Responsible for providing a variety of teller functions for customers through the Video Teller Machine
- Maintains a thorough knowledge of and performs end-of-day activities
OTHER DUTIES AND RESPONSIBILITIES:
- Supports Customer Service Center functions that are not phone related
- Observes safety and security procedures and guidelines.
- Performs other miscellaneous duties as assigned.
SKILLS/EXPERIENCE/TRAINING REQUIRED:
- Excellent customer service skills.
- Excellent communication skills in a video environment
- High school diploma or equivalent and a minimum of 1 year of experience in a similar customer service and/or sales position; or equivalent combination of education and experience.
- Previous banking experience preferred.
- Good working knowledge of Microsoft Office.
SKILLS/EXPERIENCE/TRAINING REQUIRED (Continued)*:
- Highly adaptable to various tasks requiring accuracy, flexibility, and a high degree of confidentiality. A demonstrated ability to prioritize and accomplish varied tasks is required. Strong attention to detail and organizational skills are essential.
- Demonstrates ability to work independently while demonstrating sound judgment and decision-making skills
WORKING CONDITIONS:
- Physical surroundings are generally pleasant and comfortable.
- Minimal physical effort required. Normally seated with freedom of movement on a regular basis.
- Handling of moderately heavy materials (up to 20 pounds).
*External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis.EOE - Females/Minorities/Protected Veterans/Individuals with DisabilitiesQualified individuals with a disability have the right to request a reasonable accommodation. If you are unable or limited in your ability to use or access our careers website as a result of your disability, request a reasonable accommodation by: (1) sending an e-mail to ...@GorhamSavingsBank.com or calling 1-(800) ###-#### (2) informing us regarding the nature of your request and (3) providing your contact information. Please do not direct any other general employment related questions to this email and/or phone number. Only inquiries concerning a request for a reasonable accommodation will be responded to from this e-mail address and/or phone number.02/2022