Operational Specialist - Customer Service

Description

Summary/Objective: This position is responsible for providing a consistently positive and professional customer service experience via telephone in a call center environment. This position assesses customer needs, provides a wide variety of banking services to customers, refers or arranges financial services to meet customers diverse needs, and resolves customer issues. The Operational Specialist renders prompt and courteous customer service by providing timely and accurate information regarding Bank services. Other duties may be assigned as needed. The required hours are Monday – Friday from 8:30 am to 5:30 pm and every fifth Saturday from 9:00 am to 1:00 pm.

Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers incoming telephone inquiries for Exchange Bank and provides prompt and extraordinary service by providing viable solutions to meet customer needs, while conforming to applicable regulations and policies
• Correctly and efficiently transfers calls to outside offices and staff members
• Processes telephone transfer requests, check orders, stop payments, debit card orders/reorders, etc.
• Provides customer service on Automated Clearing House (ACH) and Automated Teller Machine (ATM) inquiries and disputes, as well as online banking inquiries and password resets
• Fulfills requests for statement printouts and check copies
• Keeps informed about Bank services and products in general and Bank procedures in order to effectively serve the customer as well as sell and cross-sell Bank products and services to new and existing customers
• Enhances the Bank’s reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments
• Performs operational procedures that are required to support the process of providing quality customer service
• Utilizes Jack Henry System as well as other supporting systems in the course of completing day to day tasks
• Maintains a basic knowledge of compliance and regulatory issues – i.e. certain regulations (E, CC)
• Demonstrates a high degree of professionalism in communication, attitude and teamwork with customers, peers and management
• Demonstrates high level of quality work, attendance and appearance
• Performs any other duties that may be assigned as it relates to the position

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This position may require long periods of standing or sitting and may include long periods of typing and repetitive motion. Candidates must also have the ability to stoop, bend and squat in order to fulfill physical demands.

Qualifications

Required Education and Experience:

• High school diploma or GED
• 1 - 2 years of prior retail reception experience
• Demonstrated ability to communicate effectively in both verbal and written communications
• Proficient computer skills, including Microsoft Office Suite (Outlook, Word, PowerPoint, and Excel)
• Ability to read, write and comprehend simple instructions, short correspondence and memos

Preferred Education and Experience:  

• 6 months or more of related sales experience and/or training