Provides telephone customer support services by performing the following duties:
Assist customers and coworkers via phone, email and fax in finding solutions to banking questions, concerns and product needs.
Answer questions and recommend corrective services to address customer complaints.
Cross-sell bank products and services.
Log phone calls, emails, referrals, online banking passwords and passmark resets, loan applications, as well as opened and closed accounts.
Follow up with customers to ensure that their needs were met.
Learn and prepare to explain new and changing products and services to customers and coworkers.
Report discrepancies and problems with products, services or systems in a timely manner so corrective measures can be taken.
High school diploma or general education degree (GED); or one-year related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
To perform this job successfully, an individual should have knowledge of Microsoft Office Products software.