CUSTOMER & BRANCH SUPPORT ANALYST

Customer Service Representative

The ideal candidate will be experienced with providing excellent customer service to both internal and external customers. The successful candidate will accept ownership for effectively solving all customer issues and inquiries while keeping customer satisfaction at the core of every decision and behavior. Within this role the candidate will possess a dual role as a Call Center associate. The candidate will be required to complete daily tasks while answering incoming phone calls to effectively solve customer issues, complaints, and inquiries.

Primary Responsibilities:

• Services both internal and external customers with retail banking inquiries and needs in a courteous and professional manner while providing prompt, efficient and accurate service
• Manage large amounts of inbound and outbound calls in a timely manner
  • Quickly identify customers' needs
  • Clarify information provided to offer best solution
  • Identify root cause of problem and use tools and resources appropriately to determine how to resolve customer issues
  • Resolves all escalated telephone inquiries which may include issues such as the following:

1. Overdrafts
2. Debit and Credit card issues
3. Account balances
4. Cleared checks and check ordering
5. Requests for copies of statements
6. Online Banking questions
7. Automated Phone System questions
8. Deposits inquiries
9. Stop Payments

• Analyze reports including, but not limited to:
  1. Warnings report
  2. Business Net Teller / Cash Management applications
  3. Debit card report
  4. Large items report
• Review RDA deposits through Smart Pay Portal
• Finboa program; Fraud research for Debit Card transactions
• Process and order debit cards for customers
• Balance checking and savings accounts as requested by customers
• Place Harland Check orders
• Balance Savings Bonds
• Quote Loan Pay Offs
• Print various disclosures/notices CDs, IRAs and Safe Deposit Boxes
• Print Hold statements every 1st of the month through 4-Sight
• Looks for opportunities to sell bank products and services to benefit the customers
• Attend educational seminars to improve knowledge and performance level
• Follow appropriate bank, regulatory and legal requirements
• Meet personal and team qualitative and quantitative targets
• Performs related duties as assigned and is cross trained in other department functions.

Requirements:

• High School Diploma
• Experience in a Customer Support role to include customer focus and adaptability to different personalities
• Works well in a team-oriented environment. Willingness to help all departments and branches of the bank.
• Strong phone and communication skills, as well as active listening skills
• Familiarity with CRM systems and practices; Synapsys experience a plus
• Banking experience required
• Ability to multi-task, set priorities and manage time effectively
• Computer proficiency in Outlook and Word required