Customer Engagement Rep I

Job Description

Job Description

Customer Engagement Representative I ( Full Time)
Location: Lincoln, NE

The Customer Engagement Representative I answers incoming calls and chats from customers to take orders, answer inquiries and questions, handle complaints, trouble shoot problems and provide information as well as routing calls to associates throughout the bank.

ESSENTIAL JOB DUTIES:

• Provides superior customer service to incoming telephone calls, written, and electronic correspondence from internal and external customers in a professional and timely manner

• Resolves routine customer issues regarding a full range of customer transactions and banking products and services.

• Initiates corrective action within scope of responsibility

• Routes complex inquiries to appropriate individuals and departments

• Protects the bank's assets/income and maintains the confidentiality of customer information

• Adherence to schedule in a structured work environment

ADDITIONAL RESPONSIBILITIES:

• Prepares and maintains various records, logs, and reports
• Actively participates in development of department initiatives
• Representatives II and III assist with on-the-job training of new associates
• Completes written procedures for assigned tasks and completes updates to procedures as necessary
• Remains informed of changes in bank policies, procedures, and products
• Performs other reasonable duties as assigned by immediate supervisor

REQUIRED EDUCATION, EXPERIENCE AND SKILLS:

• High School diploma or equivalent required
• Minimum of one-year previous customer service and/or banking experience required
• Demonstrates a working knowledge of Microsoft Outlook, Word, and Excel
• Works effectively with other work groups/individuals
• Completes tasks with appropriate attention to detail; demonstrates strong organizational skills

• Interacts effectively and professionally with a broad range of people in diverse corporate, economic and social environments; handles customers in circumstances requiring tact, diplomacy, and confidentiality