Responsibilities include, but are not limited to :
- Assisting callers with questions & account inquiries by providing them with accurate information in a professional and courteous manner in accordance with our customer service standards.
- Service customers over the phone with accuracy and efficiency within policy guidelines.
- Create a quality service experience by ensuring timely resolution and follow-up to customer needs.
- Solicits assistance from management as needed. Seeks management approval for requests outside of their approved level.
Notifies management of suspicious and questionable activity.
- Adheres to all bank compliance, security and operational policies and procedures.
- Performs changes to existing accounts as requested by the customer.
- Transferring request that are outside the scope of the CSC to the appropriate individual or department for assistance.
- Proactively looks for ways to improve processes that will improve the customer’s experience and communicate those ideas to management.
- Maintains professional appearance and conduct within the guidelines set forth in Employee Handbook and / or First Mid policies.
- Ensuring all customer interactions & documentation follow bank policy & regulations, while maintaining customer confidentiality.
- Identifies and recommends products and / or services to best meet the needs of the customer.
- Educates and encourages customers to use alternate delivery systems such as ATM, Debit Card, Online, and Mobile Banking.
- Actively seeks out and maintains basic product knowledge of all banking products through training courses, meetings, corporate communications, etc.
- Complete other specified duties as assigned.
Qualifications Education :
High School Diploma / GED required.
Experience :
- 1+ year of customer service experience and / or previous experience working in a financial institution preferred.
- Previous contact center experience preferred.
Skills :
- Fluency in both English and Spanish required
- Proficient in usage of Microsoft Office and computer application
- Strong organizational and communication skills, both oral & written.
- High level of interpersonal skills to interact with customers and potential customers in a professional manner.
- Ability to work additional hours or hours outside of the departmental operating hours as needed.
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