What are the responsibilities and job description for the Customer Support Associate position at Farmers National Bank?
SUMMARY: Responsible for assisting bank clients via telephone with their banking needs by providing detailed product information, exemplary customer service, processing of bank transactions, cross selling of bank products and services, problem resolution and referrals to appropriate line of business experts as required.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide prompt and courteous assistance to all inbound client calls
- Assist clients with selection of appropriate bank products and services
- Recognize and pursue cross-selling opportunities
- Assess both client and non-client requests, ask appropriate questions to clarify needs, define and offer best alternatives/answers when appropriate
- Respond to inquiries from the public regarding current rates, job opportunities, office hours, and any other Farmers National Bank related questions
- Recognize situations where additional expertise is required and bring the necessary resources into the discussion/situation
- Maintain the highest possible level of integrity and honesty during all client interactions in a manner consistent with the Core Values, Vision, and Mission of Farmers National Banc Corp
- May be involved in conducting out-bound proactive sales calls to current and potential clients
- Work individually and as a team to meet and exceed established goals, i.e. referral goals, call handle time goals, availability goals, and quality goals.
- Complete all mandatory and elective training, including BSA (Bank Secrecy Act) and Anti-Money Laundering procedures. Maintain compliance with all appropriate rules and regulations.
- Regular, predictable attendance is an essential requirement of this position
EDUCATION AND/OR EXPERIENCE:
- High School Diploma or GED
- Minimum of one (1) year retail banking experience (Teller, Personal Banker, etc.), customer service experience and phone sales and service experience
- Proven ability to operate Windows-based computer programs and use a mouse
- Call center experience preferred
Farmers National Banc Corp. is an Equal Opportunity Employer: disability/veteran
Education
Required- High School or better
Skills
Required- Customer Service
- Sales Experience
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
