What are the responsibilities and job description for the Customer Solutions Specialist position at Brentwood Bank?
Summary of Basic Function:
As a Solutions Specialist I you will be responsible for providing outstanding customer support, education, and problem resolution for customers and prospects in a Call Center environment. You will enhance the overall Brentwood Bank brand and customer loyalty by creating a noticeably superior customer experience during each interaction.
Essential Duties and Responsibilities:
- Create a superior and meaningful customer focused experience for each customer or potential customer. Be knowledgeable of all bank products and services. Have working knowledge of other business functions to effectively route customers to other Specialists.
- Take ownership of customer issues and inquiries and other customer originated service needs with the intent of enhancing customer retention and exploring additional sales opportunities. Research and answer customer inquiries and requests regarding accounts, products, rates, and services.
- Participate in attaining Retail Channel goals by actively promoting Brentwood Bank products and services to customers and prospects.
- Achieve sales goals by referring customers to the appropriate Line of Business to ensure an exceptional customer experience.
- Maintain accurate and detailed logs of customer interactions, referrals communications, preferences, problems, and information in Contact Management/Customer Contact History.
- Utilize tools/resources including current and future Digital Platforms to engage customers effectively.
- Efficiently prioritize caseloads to respond and process customer needs in an appropriate time frame.
- Maintain familiarity with laws pertaining to the sale of financial institution products and services.
- Promote internal communications with all Bank departments to ensure quality and consistency in the Bank’s service delivery.
- Provide an exceptional omni-channel experience, through, but not limited to, phone, ATM and other channels.
- Other duties as assigned.
Knowledge, Skills, Abilities, and Requirements:
- High School Diploma required.
- 1-2 years of customer service experience, preferably in a financial institution.
- Outgoing, friendly personality with a passion for serving customers.
- Demonstrated superior customer service, sales, and communication skills.
- Early adaptor of technology.
- Ability to work independently and efficiently.
- Self-motivated to provide exceptional customer service.
- Ability to multi-task many projects and services at once while maintaining strong attention to detail.
- Excellent organizational and time management/prioritization skills.
- Excellent computer skills with working understanding of web browser and security settings.
- Physical Requirements: ability to sit for long periods of time, must be able to communicate verbally and listen carefully through telephone systems, very frequently communicate on the phone with clients, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1-10lbs, occasional lifting of up to 50lbs, frequent use of hands to manipulate/grasp objects, ability to see and read fine print.
- The requirement for this position would be to assist the team with all shifts including evenings and Saturday coverage. We are seeking an individual that has flexibility in scheduling.
Benefits
At Brentwood Bank, we know that great people make a great organization. We value our people and offer our employees a broad range of benefits to support wellness for individuals and families.
Our People and Culture
Brentwood Bank is committed to a diverse, equitable, and inclusive culture that empowers our people contribute their unique ideas and perspectives to make a difference. Brentwood Bank creates a strong relationship within the communities we serve and will continue to contribute our time, talent, and financial support to improve the areas where we live and work. Here, you will work alongside company leaders and industry pioneers who have proven experience and are committed to continuous innovation. Employees feel valued in all aspects of their lives, including both their professional and personal aspirations. We are looking to hire the best and brightest to help use continue to evolve and drive superior services.
Professional Development
From entry-level employees to senior leaders, we believe there is always room to learn. We offer opportunities to build new skills, take on leadership opportunities, and grow connect through mentorship. From on-the-job training to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
Brentwood Bank is a Disability/Vets/EEO employer
