Customer Engagement Representative I

Job Description

Job Description

The Customer Engagement Representative I answers incoming calls and chats from customers to take orders, answer inquiries and questions, handle complaints, trouble shoot problems and provide information as well as routing calls to associates throughout the bank.

ESSENTIAL JOB DUTIES :

Provides superior customer service to incoming telephone calls, written, and electronic correspondence from internal and external customers in a professional and timely manner

Resolves routine customer issues regarding a full range of customer transactions and banking products and services.

Initiates corrective action within scope of responsibility

Routes complex inquiries to appropriate individuals and departments

Protects the bank's assets / income and maintains the confidentiality of customer information

Adherence to schedule in a structured work environment

ADDITIONAL RESPONSIBILITIES :

• Prepares and maintains various records, logs, and reports
• Actively participates in development of department initiatives
• Representatives II and III assist with on-the-job training of new associates
• Completes written procedures for assigned tasks and completes updates to procedures as necessary
• Remains informed of changes in bank policies, procedures, and products
• Performs other reasonable duties as assigned by immediate supervisor

REQUIRED EDUCATION, EXPERIENCE AND SKILLS :

High School diploma or equivalent required

Minimum of one year previous customer service and / or banking experience required

Demonstrates a working knowledge of Microsoft Outlook, Word, and Excel

Works effectively with other work groups / individuals

Completes tasks with appropriate attention to detail; demonstrates strong organizational skills

Interacts effectively and professionally with a broad range of people in diverse corporate, economic and social environments; handles customers in circumstances requiring tact, diplomacy, and confidentiality

EQUIPMENT USED :

Telephone

Computer

Scanner / copier

Other office equipment as needed

PHYSICAL DEMANDS :

Must be able to articulate thoughts and express ideas effectively using oral, written and non-verbal communication skills

Must have finger dexterity to use a keyboard, telephone, paper, files and other equipment and objects

Must be able to read reports, write and use a computer to accurately capture information

Constant Sitting

Rare standing and walking, bending, twisting, squatting, stooping, pushing and pulling

Rare lifting / carrying up to 20 lbs.