What are the responsibilities and job description for the Call Center Representative position at Bank Rhode Island?
About Bank Rhode Island
Bank Rhode Island is a full-service financial institution with 20 branches headquartered in Providence, Rhode Island. As a full-service commercial bank, we're proud to offer a full range of banking products and services that can meet a customer’s business or personal banking needs.
What is Bank Rhode Island’s most valuable asset? Our employees! That's why we offer competitive pay and excellent benefits which includes a matching 401k. We pride ourselves on hiring candidates that embrace our Core Four Values: Adaptability, Accountability, Leadership, and Teamwork. Bank RI provides a great working environment that offers opportunities for advancement.
We are currently looking for a Call Center Rep to join the team in Cranston, RI. This position is responsible for assisting customers to enhance their business relationship with the bank by providing courteous, professional and accurate customer service to both prospective and current customers. The ideal candidate should have excellent customer service and communication skills. If you believe you have what it takes and are interested in joining our team then please apply today!
Principal Duties and Responsibilities
• Provide quality customer support. Answer customer calls in a timely manner. Actively listen and respond to customer needs; provide excellent customer service and satisfaction to ensure customer loyalty. Handles a variety of customer issues. Identify complex problems and offer solutions to provide complete resolution to the customer’s satisfaction.
• Drive sales and retention. Cross-sell and use every opportunity to create new or deepen existing customer relationships. Ask probing questions that would help uncover customer’s needs and offer the best products or services. Acknowledge and report customer complaints to supervisors in a timely manner to ensure customers issues or concerns are being addressed promptly.
• Perform outgoing calls as needed or required.
• Loan servicing and applications. Quote rates on Consumer Loans and provide product information. Uncover customer needs with ability to cross sell loan products. Handle basic loan inquiries. Licensed with NMLS (Nationwide Mortgage Licensing System) to complete loan applications for customers.
• Possesses Internet and Online Banking knowledge and skills. Ability to assist customers with online banking products. Troubleshoot online banking and bill pay service calls. Set up Business Online Banking enrollments.
• Responds to customer inquiries through online secure messaging and website email channel.
• Knowledge of all applicable laws along with company policies and procedures. Successfully completes all compliance training.
• Perform other duties and responsibilities as requested by this position’s immediate supervisor.
Job Specifications
• Bachelor’s degree preferred.
• Must be customer focused and be able to communicate in a clear and professional manner.
• Problem solving skills.
• Sales Oriented.
• Experience in a customer service environment is required.
• Ability to work effectively in a team environment.
• Proficient in using a Windows based PC, Microsoft outlook, excel, word.
