Description
Handles incoming service calls from clients or potential clients, having questions regarding their current account relationships or seeking information about additional products and services. Completes client follow up resulting from inbound calls such as account maintenance, records research, and follow up on information requests. Initiates client conversations to determine and appropriately address client financial needs, actively seeking sales referrals of the broad range of financial services and accounts offered by the bank and its affiliates. Makes outbound service calls to support various departmental and company initiatives. Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as brokerage and insurance, in order to effectively promote and refer these products. Serves as a mentor to new Engagement Center Specialist (ECS) I team members, and hosts onboarding visitors and job shadow participants. Serves clients via written means of communication such as email, online chat, and online secure messages. May also be asked to serve as a backup to Client Service Supervisor as needed.
Essential Job Responsibilities
1. Handles incoming service calls from customers including but not limited to:
a. existing deposit and loan account inquiries,
b. account maintenance requests, including name and address changes
c. Online Banking and Mobile banking access issues and inquiries,
d. Online BillPay and Mobile Deposit inquiries,
e. debit card transaction inquiries, hot cards, replacements, and new card account opening
f. details on rates and promotional offerings,
g. general “switchboard” type transfers to other employees, departments,
h. calls transferred from the integrated voice response system.
2. Completes client follow up resulting from inbound calls (i.e. account maintenance requests, records research, appropriate mailings, outbound calls to other departments, and calls back to clients).
3. Receives and responds to messages routed through digital client service channels, including Online Chat, online secure messages, and external client emails.
4. Makes outbound non-sales calls to support various departmental and company initiatives..
5. Initiates and actively participates in client conversations to determine and appropriately address client needs.
6. Actively seeks financial product and service referrals. Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as brokerage and insurance, in order to effectively promote and refer these products. .
7. Participates in several departmental sales contests per year in support of sales goals.
8. Maintains a sense of urgency when handling phone inquiries, client follow up, and other daily activities, focusing on providing clients with the most effective and timely service possible. Ensures that the established Quality Service Goals are personally achieved on a consistent basis.
9. Serves as a mentor to new ECS I team members; is responsible for ensuring all items on the Mentor Checklist are reviewed, and provides weekly updates on mentee's progress.
10. Completes all self-education assignments in a timely manner (i.e. online compliance training, supervisor-assigned readings/exercises).
11. Productively utilizes non-phone time to review e-mail, read Insite articles, review procedural updates, and access any Insite resources available to enhance job knowledge.
Bona Fide Occupational Qualifications
1. High school diploma or equivalent is required.
2. Prerequisite of 9 months as ECS I. Consideration for ECS II role will occur with supervisor/manager recommendation.
3. Exceptional customer services skills and excellent interpersonal and communication skills, and a professional manner are required.
4. Proficient computer skills and ability to learn company utilized systems is required.
5. Ability to work day, evening, and weekend hours, with possible shift changes, is required.
6. Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS). The NMLS website (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.
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)
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