OGB Tier 2 Customer Service Representative

Description

Description

This position handles Tier II level Inbound calls, performing a variety of Customer services activities for bank customers. Qualified candidates must currently be working on the program and be in good standing (not to exceed verbal disciplinary action).

• Builds and maintains relationships with customers by engaging in conversations over the phone.
• Provides quality service by assessing, advising, and assisting bank customers.
• Identifies opportunities to deepen the customer relationship by recommending bank products and/or services to meet the customer needs.
• Performs role in compliance with all banking laws and regulations, including but not limited to the Bank Secrecy Act / Anti-Money Laundering (BSA/AML) and suspicious activity monitoring and reporting; immediately reports improper or suspicious activities to management.
• Educates customer about products and services.
• Consistent focus on increasing customer satisfaction and account retention.
• Expected to meet production goals as a representation to help our customer.
• May follow up with customer on questions unable to answer with one call resolution.
• Interact with all customers professionally.

Requirements

1. Assumes responsibility for the effective and professional performance of customer service functions.
a. Receive customer telephone questions and concerns in a professional manner. Research and resolve concerns promptly and professionally.
b. Provide information to customers on accounts, payments, interest rates, blue book estimates, loan options, savings investment programs, mortgage payments, stop payments, and credit bureau ratings, etc.

2. Assumes responsibility for establishing and maintaining effective, professional business relations with customers.
a. Receives customer calls, questions, and complaints. Resolves customer requests and questions promptly and courteously.
b. Keeps customers informed of Bank services and policies.
c. Maintains and projects the Bank's quality reputation.

3. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and Management.
a. Assists area personnel as needed.
b. Communicates with area personnel and Management regarding activities and significant problems.
c. Completes required stats and records accurately and promptly.
d. Attends and participates in meetings as required.

4. Assumes responsibility for related duties as required or assigned.
a. Actively and professionally cross-sells Bank products and services.
b. Keeps work area clean and well-maintained.
c. Assists area personnel as necessary.

5. Multi-tasking (manage inbound calls, back-office work, and escalated calls in a timely manner)

6. Self-Motivated Team Player

7. Strong written and verbal communication

8. Understanding of secure and confidential information

Qualifications

Training/Education/Certification:

* High school graduate or equivalent.

Required Knowledge:

* Thorough knowledge of customer services and products.
* Computer system applications.

*Understanding of Bank processes & bookkeeping procedures preferred.

Experience Required:
* 1-3 years' experience in a full-service financial institution (preferred).

Skills/Abilities:

* Excellent communication and public relations skills.
* Professional attitude.
* Strong problem-solving skills.
* Ability to operate related business equipment including 10-key, telephone, and computer.
* Solid math and bookkeeping abilities.

Work environment:

• Office
• Computer usage
• Sedentary

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.