(Must be flexible to work around the operating hours of the department. Full-time hours are typically 40 hours per week. Additional hours as necessary to meet the objectives of the department.)
Function: Assumes responsibility for ensuring all external and internal customer telephone inquiries and research requests are satisfied in a timely, courteous, and professional manner. Supports Branch Network to allow focus on In-Branch customers.
Duties and Responsibilities:
Assumes responsibility for ensuring the satisfactory handling of internal or customer related telephone inquiries or service related problems by performing the following functions:
Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction.
Providing customer and internal personnel with accurate product knowledge and service information, as well as, operational knowledge that will assist personnel in the successful completion of their duties.
Providing professional written correspondence to customers when necessary.
Answers incoming customer service calls to include but are not limited to:
Inquiries regarding deposit and loan accounts, as well as processing cash advances and loan payments
Account maintenance requests, including but are not limited to: change of address, check ordering, related/unrelated account transfers, and stop payments
Responsible for closing debit cards, ordering new debit cards, raising and lowering debit card limits, adding travel notes, removing fraud exclusion and removing VAU
Online banking and mobile banking inquires, including but are not limited to: enrolling new users, registering computers, unlocking accounts, online statements, and BillPay issues as well as assistance with BillPay limit increases. Furthermore, TFC’s should be familiar with all eligible cell phone and tablet types.
Utilizing Financial Intelligence Group standards to detect suspicious callers and activity in order to combat fraud and minimize bank losses.
Identifies and addresses customer needs by recommending applicable products and services that may represent a value to the customer.
Assists the Branch Administration Department by identifying and reporting quality service concerns that may become apparent through customer interactions.
Uses appropriate Customer Service/Sales/Correspondence Software to streamline process and improve efficiency.
Makes infrequent outbound telemarketing calls.
Refers customers with opening a deposit and/or loan account over the telephone to a Personal Banker.
Recognizes opportunities to identify and meet needs resulting in new accounts and leads.
Assists Manager/Solution Center Service with facilitating operational procedures to staff.
Assists and encourages the sales process within the Solution Center Service.
Assists in training new departmental employees.
Demonstrates a strong ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization.
May act as shift lead during evening and weekend hours of operation.
Assumes additional duties as required.
Operates a keypad device: 99% of the day. The primary parts of the body involved in performing these tasks are the finger, thumbs, hands, wrists, and elbows. Sitting is required 7 times per day in a straight position. Walking is required one time per day. Maximum lift is ½ pound several times per day. Requires the use of manual dexterity skills for typing on a frequent basis, up to 60% of the business day. Possess the ability to focus visually at a close distance of 18”-20” for a period of up to 60% of the business day. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.