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

- Maintains professional and friendly interaction with customers at all times.

- Troubleshoots process, system, and customer-related issues timely.

- 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.

- Assists customers with ordering of checks, debit cards, and payroll cards.

- Cross-sells Bank products and services to new and existing customers by identifying needs and opportunities.

- Updates customer information, including but not limited to, address, phone number, and employer, while on the phone with the customer.

- Prepares mailing of customer correspondence, statements, and pin number information.

- Forwards electronic transaction issue forms to the appropriate Bank personnel for research, when applicable.

- 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.

Qualifications

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.