Scope of Job :

Provide exceptional customer service, via all on-line, electronic, Virtual Teller, and telephone communication channels, in accordance with all BankWest philosophies and policies.

Process internal and external customer transaction requests in an efficient, accurate, and timely manner. Responsible to perform all related work responsibilities consistent with the standardized procedure and compliance requirements of the Bank.

Primary Duties :

Respond accurately, friendly, and enthusiastically to incoming customer service inquiries and requests through all communication channels for BankWest.

Responsible for the accurate processing of all loan and deposit customer transactions requested through the telephone, email, on-line, CHAT, Virtual / ITM Teller, and internal branch requests.

Perform deposit account maintenance and problem solving according to customer needs including; balance inquiries, funds transfer, wire transfer, debit card, and on-line / mobile banking support.

Develop expertise for all deposit products and services in order to successfully handle incoming customer contacts and requests.

Accountable for the development of new customer relationships, enhancement of current relationships, and active sale of additional BankWest financial products and services.

Identify early signs of dissatisfaction and work to resolve issues to aid in customer retention.

Maintain flexible work schedule to serve customers during non-traditional banking hours including evenings, weekends and holidays.

Secondary Duties :

Work as a team with departmental counterparts on planning and implementing assigned projects and products.

Participate on various committees and project teams as deemed appropriate by management.

Attend, actively participate in organization, job specific training offered, and Quality Service programs.

Adhere to all applicable Policies and Procedures of BankWest organization.

Community involvement is strongly encouraged.

Other duties as assigned.

Requirements

Education :

A high school diploma or equivalent.

Experience :

2 years' experience in related field.

Experience in banking.

Ability to work dependently and / or independently, under pressure, meet deadlines, and adjust work schedules as needed to complete job responsibilities.

Ability to organize and handle multiple responsibilities while delivering quality external and / or internal Customer Service.

Strong interpersonal skills to ensure effective communication with external and / or internal customers.

Knowledge or ability to learn regulatory requirements pertinent to performance of specified duties in job description.

Knowledge of banking terminology and procedures.

Knowledge of BankWest products and services.

Ability to skillfully use a variety of application software, learn computer programs, and comprehend the program output.

Adhere to Federal Privacy Standards in addition to following BankWest requirements for electronic communication and Social Engineering standards.

BankWest is a "Sales Organization" and all employees are expected to participate directly or indirectly with increasing BankWest's presence in their markets as appropriate.

Last updated : 2024-05-25