Customer Service Representative - Call Center

Description

Deerwood Bank is hiring a full-time Customer Service Rep to work in its Call Center environment. This position can work in any Deerwood Bank location. The hours of this position will range between Monday - Friday 7:30am-6:00pm (to cover opening and closing shifts) and Saturday 8:30am-12:00pm (on rotation). Saturdays are paid at double-time.

Deliver professional and efficient customer service to Deerwood Bank customers and employees via digital channels (phone/electronic communications). Provide customer service functions for all areas of the bank to assist with account concerns and inquiries, product troubleshooting assistance and complete balance and transfer requests.
 

Functions, Duties and Responsibilities:

1. Responsible for responding to customer inquiries and performing requested actions regarding their accounts.
2. Manage and defuse calls received from customers to effectively communicate with them in order to identify and resolve problems in the best interest of Deerwood Bank and the customer.
3. Be familiar and understand all bank products and services to identify customers’ needs.
4. Determine the risk or urgency of customer calls and to whom the call should be escalated.
5. Ensures specific guidelines are followed to properly verify customers and protect customer confidentiality.
6. Understand and be able to explain banking rules and regulations that affect customer accounts.
7. Process requests for stop payments, address/phone/email changes, debit card orders and maintenance, research requests, and check orders.
8. Review mobile deposits and handle or obtain approval for mobile deposit exceptions.
9. Intake of customer disputes (ACH, check and debit card), complete dispute forms and communicate dispute forms/information to appropriate branch locations for customer signatures.
10. Handle customer questions regarding online/mobile banking including assisting with access issues, passwords resets, bill pay, mobile deposit and all related features.
11. Review and complete online account applications, openings, denials, 2nd verifications and related communication with customers.
12. Other responsibilities may include responding to customer emails, handling returned mail, document scanning and other projects as assigned.

Knowledge, Skills and Abilities:

1. Excellent knowledge of bank operations and account transaction flow, system capabilities, controls and data and item processing.
2. Must possess strong analytical skills and the ability to decipher complex problems in order to recognize and resolve errors.
3. Strong knowledge of all bank products, services and policies.
4. Must be alert to fraudulent activity, dishonesty, questionable behavior or improper handling of accounts and report to appropriate Bank personnel.
5. Effectively operate all office equipment required to support this position. To include but not limited to personal computer, strong keyboarding skills, fax, scanner/copier, printer, phone system, all applications, spreadsheets, database and presentation software necessary.
6. Strong interpersonal skills, attention to detail, positive attitude and pleasant personality.
7. Excellent oral and written communication skills.
8. Display independent judgement.
9. Demonstrate excellent organization, prioritize workflow, adaptability and flexibility.
10. Ability to work in a fast-paced environment, be a quick thinker and learner while maintaining a high degree of accuracy.

Training and Experience:

1. Requires high school diploma or equivalent plus 3 years banking customer service or related experience.
2. Prior or current internal work experience at Deerwood Bank preferred.

Qualifications