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About the role
Key responsibilities & impact- Handle internal and customer telephone inquiries and service-related problems promptly and professionally
- Provide accurate product, service, and operational information
- Prepare professional written correspondence for customers when necessary
- Handle deposit and loan account inquiries and account maintenance requests
- Close, order, and manage debit cards, limits, travel notes, fraud exclusions, and VAU
- Support online banking, mobile banking, online statements, and BillPay inquiries
- Detect suspicious callers and activity using Financial Intelligence Group standards
- Recommend applicable products and services and identify sales opportunities
- Identify and report quality service concerns to Branch Administration
- Use customer service, sales, and correspondence software to streamline processes
- Make infrequent outbound telemarketing calls
- Refer telephone deposit and loan account openings to Personal Bankers
- Assist with operational procedures, sales processes, and training new employees
- Work independently and as a team player
- Act as shift lead during evening and weekend operating hours when needed
- Assume additional duties as required
Requirements
What you’ll need- High school diploma or equivalent basic academic education
- One to two years of general business experience; position may be hired with up to one year of experience due to upfront training
- Ability to operate a keypad device and type using manual dexterity skills
- Ability to focus visually at a close distance of 18”–20” for up to 60% of the business day
- Ability to perform essential functions with reasonable accommodation if needed