Customer Service Center Representative

Customer Service Center Representative

Non-Exempt Grade Level 2

Equal Employment Opportunity

Corporate Values & Mission: "Provide superior service, quality advice and show our utmost respect to everyone we meet."

General Summary: Provide world class support and service to our banking customers. Treat each customer with respect and courtesy, responsively addressing their service concerns, and recommending ChoiceOne products and services to help them achieve their financial goals. Take ownership of each customer service situation and work to resolve issues, deepening the customer relationship upon a "First Call Resolution" process.

Reports To: Customer Service Center Assistant Manager

Essential Duties and Responsibilities:

• Provide friendly, helpful service that promotes financial discipline by:
• Preparing for daily interactions with a professional mindset and an organized workstation.
• Maintaining knowledge of the bank's products, services, and processes.
• Proactively greeting clients with a smile and warm tone.
• Understanding the client's objectives by asking appropriate questions and listening to the client's responses.
• Recommending the best solution or guiding the client to the appropriate staff to accomplish the client's needs and strengthen their financial well-being.
• Processing the transaction accurately and efficiently.
• Following up with the clients to ensure satisfaction and provide encouragement.
• Proactively displaying teamwork and respect for other team members.

• Answer incoming calls quickly and efficiently, escalating issues when appropriate
• Take ownership of call and respond with a "First Call Resolution" mindset
• Maintain, cross-sell, and refer all ChoiceOne products
• Record all client contact, sales, or referrals via Synapsys
• Attends department meetings as scheduled.
• Additional responsibilities as assigned.
• Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
• Be familiar with and comply with all federal and state banking regulations as applicable.

Qualifications:

To perform this job successfully, an individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.

Experience and/or Education:

• High School Diploma or GED
• Minimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales preferred
• Bilingual preferred

Competencies:

Communication Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.

Problem Solving Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Ethics Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Interpersonal Skills Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

Reliability is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; able to provide flexibility and adapt to changing schedules; follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

Physical Demands and Work Environment:

• Ability to work in an office environment which may include many hours of computer and telephone usage.
• This position is not remote-eligible.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.