Job Type Full-time Description Cornerstone Bank was formed in 2017, born of a long history of supporting the community, and providing a strong foundation to help people and businesses thrive. Serving Worcester County, Cornerstone Bank's local presence and community-based banking model enables a unique ability to deliver outstanding service, with a personal touch. Cornerstone provides the highest level of service and expertise for individuals, businesses, and community organizations with branch locations throughout Central Massachusetts. Cornerstone Bank is committed to providing a collaborative workplace where innovation, teamwork, accountability, and excellence are recognized and where employees are encouraged to broaden their skills, seek opportunities for professional development, serve their community, and provide outstanding customer service with each encounter. Being a part of the Cornerstone team has many great benefits and perks. This includes a competitive pay, a generous student-loan paydown program, comprehensive benefit package including, medical, dental, vision insurance and even pet insurance! We offer a 401(k) plan with an employer contribution and match, success-sharing bonuses, paid time off and more! If you are looking to join a team that is committed to your ongoing professional growth and development, we are looking forward to speaking to you! Position Overview Cornerstone Bank is committed to our customers, colleagues & communities that we serve. The Customer Service Representative will promote excellent customer relations using a variety of channels including telephone, email, eChat and written correspondences. They will have substantial knowledge of Cornerstone Bank's products and services and will be able to effectively present them in writing and orally to assist customers with finding solutions that fit their needs. They will be expected to participate in the sales goals of the Bank. Responsibilities and Accountabilities
- Uses telephone, Internet, email, eChat, and word processing tools to communicate with the customer verbally and in writing., both electronically and on paper.
- Receives incoming telephone calls, emails or eChat from customers needing assistance with existing accounts, products/services, information and new account opening.
- Performs outbound calls to customers in connection with specific service requests, to welcome them to new services and answer questions. Outbound will also be made to meet sales goals and objectives as determined by Cornerstone Bank.
- Responds to customer inquiries by telephone, email, and eChat in an effective, courteous, professional and efficient manner per expectations laid out by management.
- Adheres to and actively works towards meeting metric goals as laid out by management.
- Handles questions and product inquiries from customers; recommends appropriate products and places orders for customers within our 'first call resolution' goal.
- Handles complaints and other customer requests with empathy and understanding; welcomes customers to Cornerstone Bank's website, products and services.
- Research customer issues and/or refers to proper personnel.
- Performs file maintenance of customer account information and processes requests.
- Has a broad understanding of, and is able to articulate and answer questions about, Cornerstone Bank's products and services. Identifies and actively follows up on customer sales opportunities in line with established targets. our need-based service model.
- Investigates customer inquiries using multiple resources to ensure every customer receives complete and accurate information.
- Perform risk assessment of electronic channels including, but not limited to remote deposit capture, online banking ACH origination, and debit card transactions to reduce the impact of fraud situations on both our customer and the Bank.
- Provides technical support for online banking, mobile banking, zelle, and debit cards and MRDC. This includes password resets, online banking registration issues, and processing of checks deposited remotely, and debit card transaction issues.
- Use online account opening website to assist customers
- Performs all duties in accordance with prescribed regulatory compliance guidelines.
Requirements Qualifications
- Basic math skills
- Possesses professional communication ability including active listening and customer service skills
- Must be articulate, speaks English fluently and uses proper diction and grammar; is able to enunciate clearly at all times and pace his/her conversation with that of the customer
- Proficient at maintaining dialog with customer while simultaneously processing information and documenting customer responses using a computerized scripting, order entry and reference system
- Strong interpersonal skills and ability to deal with customers under circumstances requiring empathy and diplomacy
- Strong verbal and written communication skills
- High level of interpersonal skills to handle sensitive and confidential situations and documentation.
- Skilled at researching complex issues using online computer reference systems, web-based systems and printed documents
- Proficient using Microsoft Word, Excel, Access, Outlook and the internet
- Ability to use office equipment, including fax, copier, computers, headset, and cell phone
- Strong organizational skills and ability to multi-task
- Attention to detail with high degree of accuracy
- Available extended nights and weekends
Education/Training/Experience
- High School Diploma or equivalent
- Excellent customer service skills
- Two years' experience as a Customer Information Rep or related customer service experience; includes one year Teller experience preferred
- Bilingual, a plus
INDEPENDENT ACTION Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required. NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job. Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.