What are the responsibilities and job description for the Solutions Center Relationship Rep (full time, Operations Center) position at FNBT?
Job Description for SOLUTIONS CENTER RELATIONSHIP REPRESENTATIVE
THIS POSITION REPORTS TO:
Solutions Center Manager & Officer and Solutions Center Supervisor
MINIMUM REQUIREMENTS FOR POSITION:
•High School education or equivalent
•Minimum one year of customer service and sales experience
•One year of experience in the financial industry preferred
•Inbound customer service experience preferred
•Strong communication skills characterized by excellent listening, writing, and speaking skills
•Must have a keen eye for detail and follow instructions to the letter
•Professional telephone voice as related to tone, volume, pitch, inflection, pronunciation, diction and rate of speech
•Must be self-motivated
•Ability to use standard or specialized computer hardware and software packages, including word processing in a Windows environment
PRIMARY ACTIVITIES AND RESPONSIBILITIES:
•Provide banking services to both bank customers and prospects through inbound telephone calls, emails, and chat
•Receive calls from customers and prospects, document complaints/problems and assure timely resolution. Involve other departments as necessary.
•Handle all calls in a timely, efficient, courteous manner in line with Bank service standards, leaving customers and prospects with a positive image of Customer Service and the Bank.
•Handle telephone calls referred by members of management and those regarding Electronic Funds Transfer claims and fraudulent and suspicious activity.
•Open deposit accounts through online application program.
•Evaluate customer needs while keeping in mind their financial goals. Applying knowledge of banking products and services to meet customer needs
•Support sales and service strategies that build relationships and promote needs based selling
•Follow Customer Identification Procedure completely 100% of the time.
•Ensure customer satisfaction and retention while working within operating guidelines and procedures.
•Maintain a 98% Mystery Shop average
•Maintain product knowledge to assist with customer inquiries and refer the Bank’s products and services.
•Provide back-up support to the Deposit Operations Team Members, as required.
•Operate network computers/software, and other equipment necessary to handle financial transactions and customer inquiries
•Perform all applicable account maintenance activities requested by customers and management.
•Know where the CRA notice, statement and public disclosure file is located in the Branch and who the CRA Officer is.
•Participate in on-going training.
•Understand Bank mission, organizational structure, employee handbook, bank security, policies and procedures, standards of conduct and incentive program.
•Perform other duties as needed or assigned.
