What are the responsibilities and job description for the Customer Success Specialist position at Penn Community Bank?
Overview
The Customer Success Specialist uses a relationship-based sales approach to identify customers’ needs, clarify information, research issues, and provide solutions and/or alternatives. The Customer Success Specialist’s primary responsibility is to respond to incoming telephone calls, chats, emails, appointment requests and maintain online accounts serving as backup for Customer Success Team Leads in agent capacity and other Customer Success Specialists.
Responsibilities
- Responds to incoming telephone calls, emails, appointment requests and live online chat requests in a timely and efficient manner while striving to surpass industry response time standards all in a cordial and outstanding manner
- Answer customer inquiries promptly and correctly including but not limited to transaction accounts, CDs, IRAs, consumer loans, electronic banking, ATM / Debit questions, rates, and promotions
- Attend, participate, and request regular training to improve knowledge and performance level
- Complete and authorize wire transfer requests from customers over the telephone or VIA fax by way of agreement or one-time exception with approval limit of ≤ 250K
- Perform oFlow (Online Account) maintenance to new incoming accounts and perform consistent outreach
- Completion and tracking of privacy notices
- Maintain a communicative relationship with IT and vendor Zoom to ensure the network/phones are running at utmost efficiency for expected customer experience
- Perform internal account transfers, loan payments, safety deposit box payments, limit increase requests, and CD renewals without error
- Perform outbound sales calls in conjunction with Retail and Marketing campaigns when called upon and being available to assist Deposit Operations with any customer outreach
- Perform outbound Business Online Banking concierge calls
- Remain vigilant and work closely with Security to intercept any suspicious account/online activity preventing the bank from any loss
- Serve as contact point for retail network, existing customers, and perspective customers while serving as a backup for all facets of the bank; particularly Deposit operations; maintaining expertise in:
- Online Banking: Enrollments, Log In assistance, mobile banking/deposits, MT functions, MX Money, Transfers, Quickbooks/Quicken, DNA Agreements, Bill Pay, Fraud, Business Banking, etc.
- ATM / Debit Cards: Transaction Research, Travel Exemptions, Fraud CaseTrackers, Order/Activation/PIN, Limit Questions, Tokenization, etc.
- Handle and process incoming mail as directed
- Perform other tasks as directed by Customer Success Manager and SVP, Director of Retail
Qualifications
Education and Experience
- High School diploma or GED certificate required, some college education preferred
- Minimum 2 years’ customer service experience required
- Banking and/or call center experience preferred
Skills and Competencies
- Ability to work in an ever-changing environment
- Strong listening and communication skills
- Excellent telephone voice in terms of tone, clarity, pronunciation, and proper grammar use
- Consistent attendance
- Ability to troubleshoot banking issues
- Basic knowledge of Microsoft Office with willingness to advance skills as required
