Telephone Financial Consultant- Team Lead

Location & Hours Location: 2416 Philadelphia Street, Indiana, PA 15701 Hours: Monday – Friday 7:00AM – 7:00PM; Saturday 8:00AM – 3:00PM; Sunday 10:00AM – 3:00PM. (Additional hours as necessary to meet department objectives.) Function Assumes responsibility for ensuring all external and internal customer telephone inquiries and requests are satisfied in a timely, courteous, and professional manner. Assists with mentoring TFCs and handles escalated customer service issues as deemed necessary. Duties and Responsibilities Promptly respond to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction. Provide customers and internal personnel with accurate product knowledge and service information, as well as operational knowledge that assists personnel in the successful completion of their duties. Provide professional written correspondence to customers when necessary. Demonstrate technical proficiency in products such as IBS Insight Service Request Manager, Digital Banking Products (CEB, BEB, Mobile), Cardbase systems (CMSe, CardPro Connect), Customer Information System, Loan/Deposit/Retirement System, Optima Net Image, and Assist Management. Assist Telephone Financial Consultant Supervisors with facilitating operational procedures, including mentoring new employees on policies, procedures, and practices. Act as a shift supervisor when the Telephone Financial Consultant Supervisor is absent, ensuring an effective response to all operational and service‑related issues presented through SCS calls. Assist and encourage the sales process within the Solution Center Service by working with SCS Management and being assigned special projects (e.g., coordinating materials, tracking, spreadsheets). Identify and address customer needs by recommending applicable products and services that may represent value to the customer. Assist the Branch Administration Department by identifying and reporting quality service concerns that may arise through customer interactions. Provide exceptional customer service to internal and external customers via telephone, mail, chat, and email related to the aforementioned products. Assist SCS staff with escalated customer concerns. Perform account maintenance on IBS banking core systems and refer customers for opening deposit and loan accounts over the telephone. Recognize opportunities to identify and meet needs, resulting in new accounts and leads. Assist in training new employees and maintain good working relationships with bank employees. Assume additional duties as required. Physical Demands Operate a keypad device 99% of the day. Sit in a straight position 7 times per day. Walk once per day. Lift a maximum of ½pound several times per day. Use manual dexterity for typing up to 60% of the business day. Focus visually at a close distance (18″–20″) up to 60% of the business day. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Equal Opportunity Employer S&T Bank is an equal opportunity employer. The contractor will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Employees with access to compensation information may only disclose in response to a formal complaint, investigation, or in accordance with legal duty. S&T Bank is committed to providing reasonable accommodations to qualified individuals so they can perform their job‑related duties. The bank complies with 41CFR60‑1.35(c). Salary Salary Range: $15.00 – $30.53 per hour. Contact Phone: View phone number on click.appcast.io Email: View email address on click.appcast.io #J-18808-Ljbffr S&T Bank