- Consistently executes customer service standards to provide excellent customer service, resolve problems, and identify customers’ financial needs
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- Collect all pertinent customer information for resolution, tracking, and audit purposes
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- Verify customer calls with current security procedures for identity theft prevention
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- Proactively identify and report any potential issues, trends, or fraud attempts to the appropriate area
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- Perform immediate account and/or customer maintenance on core system and auxiliary software systems when needed
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- Assist customers with general usage or troubleshooting issues concerning online banking (i.e. password, online transfers, e-statement enrollment, bill pay, supported browsers, etc.)
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- Assist customers with debit card activations, PIN resets, card denials, etc.
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- Assist customers with general usage or troubleshooting issues concerning our telephone banking system
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- Assist customers with the online account opening process (i.e. guidance through the process, troubleshooting errors, etc.)
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- Assist customers with mobile banking (i.e. downloading the app, supported devices, mobile deposit, general usage, etc.)
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- Consult with management on any customer complaint or bank error
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- Research and resolve any customer issues independently
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- Handle all requests in a professional and courteous manner
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- Refers customers to other departments and business partners appropriately
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- Completes all training within predetermined time limits
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- Maintains current knowledge of bank products and services
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- Adheres to all bank regulatory, audit, and compliance policies and procedures
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