Customer Service Representative

The Customer Service Representative is responsible for responding to customer inquiries via telephone or email in a competent, courteous manner.

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Maintains professional and friendly interaction with customers at all times.
2. Troubleshoots process, system, and customer-related issues timely.
3. Assists customers with questions regarding Bank products and systems, including but not limited to, accounts, debit cards, payroll cards, ATM, 24-hour phone banking, and internet banking.
4. Assists customers with ordering of checks, debit cards, and payroll cards.
5. Cross-sells Bank products and services to new and existing customers by identifying needs and opportunities.
6. Updates customer information, including but not limited to, address, phone number, and employer, while on the phone with the customer.
7. Prepares mailing of customer correspondence, statements, and pin number information.
8. Forwards electronic transaction issue forms to the appropriate Bank personnel for research, when applicable.
9. Maintains understanding of various regulations affecting transactions, including but not limited to, Reg. CC, Reg. E, Right to Financial Privacy Act, and Bank Secrecy Act.

Non-Essential Functions: Performs other duties as assigned.

EDUCATION AND/OR EXPERIENCE

• High School Diploma or equivalent, required.
• 1-2 years’ experience in a customer service role, required.
• Previous experience in a call center environment, preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent verbal, written, and interpersonal communication skills.
• Strong critical thinking and problem-solving skills.
• Ability to organize and prioritize work and meet strict deadlines in a fast-paced environment.