Role
Receive incoming calls and determines the products, services or resources that the caller requires (or could benefit from), then provide direct support services to customers; or, connects them with the staff representative in the appropriate department who can provide them the specific assistance they need; thereby creating a positive interaction with the customer.
Major Duties and Responsibilities
25% Answer incoming calls, determines the needs of the caller and verify the caller’s identity, minimizing the caller’s time and e??ort in
resolving their concern.
25% Identify products/services that might be beneficial to customers and provides information about their value and benefit.
20% Perform teller functions for customers (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit
cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to
assure customer’s needs are addressed in a polite and friendly manner.
15% Cross-sell Virtual Branch and bill pay services and assist customers in setting up Virtual Branch enrollment and understanding the e-
statement process.
10% Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate
and timely manner.
5% Assist other departments and branches with transactions as needed, provide support for the collections department and branch
managers in fulfilling customer requests and merchant verifications.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the O??ce of Foreign Assets Control
Requirements:Knowledge and Skills
EXPERIENCE
Six months to two years of similar or related experience, including time spent in preparatory positions.
EDUCATION/CERTIFICATIONS/LICENSES
A high school degree or GED is required.
INTERPERSONAL SKILLS
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.
ADA Requirements
PHYSICAL REQUIREMENTS
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.
WORKING CONDITIONS
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
MENTAL AND/OR EMOTIONAL REQUIREMENTS
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
