Guest Services Specialist

Guest Services Specialist

This position is responsible for answering the main reception line and electronic banking phone lines to provide expert customer service and informational needs to customers, while focusing on the guest experience.

Key Responsibilities

• Answer the main reception line and direct calls according to the customer's request.
• Assist customers with online banking support, including initial set up, password resets, and troubleshooting.
• Monitor reports for potential online banking fraud attempts and send out emails to the frontline when further investigation is needed.
• Work closely with the frontline and fraud teams to shut down or restrict online banking accounts during fraud investigations.
• Process address change requests from customers within Partner Care to help maintain accurate customer contact information.
• Act as a customer service expert to assist customers with a wide variety of requests.
• Forward incoming emails sent to the Info Box to the appropriate departments within the bank for further review.
• During customer contact, review the customer's relationship to ensure they have the correct products and services to meet their needs. Identify any cross-sell opportunities that may be a benefit to the customer.
• Sort incoming mail. Add postage to outgoing. (If home office is 8th Street)
• Follow procedures and share knowledge with others.
• Look for efficiencies in all tasks completed.
• Accept and provide assistance for special projects as needed.
• Provide assistance to other Deposit Ops teams as needed.

Qualifications

• Associates degree in business or accounting and banking experience preferred.
• A thorough knowledge of bank products and services
• Proficient use of computers, spreadsheets and various database systems. Strong Word and Excel knowledge
• Knowledge or ability to learn applicable banking and/or regulatory policies and procedures
• Effective verbal and written communication skills
• Strong interpersonal skills
• Excellent organizational skills
• Proven analytical and customer service skills
• Effective problem solving and decision making skills
• Ability to handle self professionally
• Strong ethical focus