Customer Care Center Specialist - Connellsville Train Station Branch

Description

Summary

Employee must accurately & efficiently perform all duties in a professional manner while working in a team-oriented environment. Employee must display good communication skills as he/she receives internal and external telephone inquiries for the purpose of answering questions, resolving issues and complaints, promoting bank services, and offering support to branch staff on system issues. He/she must also keep alert to sell products and services which will often involve doing follow-up calls and letters.


Essential Duties and Responsibilities

• Uses proper greeting, voice quality, and effective communication skills serving as a customer service representative for the bank. Greets, answers and assists with problem solving of calls (external and internal) as well as ITM inquiries to support our bank customers. Provides the branches with bank system and general bank information and direct calls when necessary.

• Assists customers using ITMs to process transactions, answers questions, reconciles entries and supports balancing process with other bank personnel.

• Remains alert to situations involving fraud, identity theft, and transaction disputes. Asks questions and completes necessary forms if suspicious situation arises.

• Answers questions for on-line banking, credit card, bill-payment, debit card, deposit and loan accounts through e-mail, chat, video chat and phone inquiry.


• Quotes interest rates for saving, checking accounts and certificates of deposits.

• Completes necessary designated paperwork to comply with customers requests such as phone transfers, name changes, address changes, check orders, stop payments, statements, master card, etc.

• Posts payments for credit cards and loans.

• Researches complaints concerning billing or services rendered and resolves current problematic situations.

• Understand and support all BSA/AML responsibilities as applicable to the position as well as consistently, accurately, and timely carry out these responsibilities in compliance with the Bank's internal policies


• Perform other related work and duties as assigned

Education and/or Experience

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

TECHNICAL SKILLS

Ability to operate a personal computer and job-related software. (Web-based systems, Word, Excel, Core Operating System DNA). Must be willing to learn new systems and not have any issues with emerging technology.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.


Ability to speak effectively and with an appropriate pace, volume, and tone. Ability to keep all conversations on track, provide accurate information, and fulfill the customers' requests.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense to perform assigned duties and understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSCIAL DEMANDS

• While performing the duties of this job, the employee is required to use hands and fingers to operate office equipment, telephones, etc.
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, and ability to adjust focus

WORK ENVIRONMENT

• The noise level in the work environment is usually moderate.

BENEFITS AND ADDITIONAL INFORMATION

• Bank wide bonus, 401(k), ESOP, Medical, Dental & Vision insurance, Health Savings Account, Life Insurance, Paid Holidays, PTO, and Paid Volunteer Time.

• Work Schedule is Monday through Friday

• Full-time 37.5 - 40 hours per week

• Flex Schedule Information

This job description is not designed as a comprehensive list of activities, duties, and/or responsibilities and may change at any time with or without notice. The duties and qualifications stated within this job description are representative of the knowledge, skill, and/or ability required for this position.

Somerset Trust Company is an Equal Opportunity Employer, including disability and protected veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.