Responds to customer contact center inquiries in an efficient and professional manner with the goal of increasing business, customer satisfaction and retention. Must possess a thorough knowledge of bank products, services and policies. Actively promotes bank products and services through inbound calls and outbound telemarketing calls.
- Possesses a basic knowledge of bank-wide retail products and services to explain differences to customers. Assists customers with selection of the most appropriate products for their needs.
- Responds to customer inquiries and complaints by identifying needs, researching account problems and discrepancies, and suggesting appropriate and accurate solutions in a timely manner.
- Promotes new business by identifying customer needs and then capitalize on sales opportunities by cross-selling First National's products and services though inbound calls received and outbound calling efforts. Refer customers to other departments for additional services when appropriate.
- Maintains customer service levels quality initiative standards. Achieves individual/team goals and objectives as outlined by the Answer Center Operations Manager.
- Adheres to bank security policy during the customer call verification process.
- Fosters extraordinary customer relations through professional and courteous demeanor.
- Demonstrates strong interpersonal, telephone, and problem solving skills.
- Possesses organizational skills and team orientation.
- Performs additional duties as required.
- High school diploma or equivalent.
- Must be bilingual in Spanish and English
- Minimum of 6 months experience with banking or related experience.
- Minimum of 6 months customer service and/or call center experience.
- Strong interpersonal, organization and mathematical skills.
- PC literacy including Word and Excel.
- Ability to work flexible hours, including holidays and weekends.
Operations Center
202 Carter Drive
West Chester, PA 19382
Full Time
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