Customer Service Fulfillment RepresentativeDescription
Preferred Qualifications: 6 months minimum deposit counselor experience preferred. Additional experience with electronic banking items (debit cards, online bill-pay, mobile banking) is also preferred. Accepting applications through $JOB_ENDED$.
DEPARTMENT: Support Services
SUPERVISOR: Support Services Supervisor
EXEMPT (Y/N): No
EXEMPTION: N/A
SUMMARY:
Under the supervision and guidance of the Customer Service Supervisor, the Customer Service Fulfillment Representative is charged with the responsibility of performing record keeping and customer service responsibilities. Friendly, courteous, efficient, and cooperative service must be provided to both internal and external customers. The Customer Service Fulfillment Representative is responsible for handling a large volume of data that must be processed every day.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
1. Give exceptional internal and external customer service. Display sincere, outgoing, aggressive friendliness by answering the phone promptly, smiling over the phone, responding timely, and using the customer’s name.
2. Build customer relationships by actively listening and discovering clues that might reveal referral opportunities. Suggest possible products/services and assist/direct customers to the appropriate specialist.
3. When necessary, explain policies and procedures courteously and patiently.
4. Answer incoming calls for commercial and loan customers. Answer overflow of retail call center calls when needed.
5. Work with corporate services to prepare agreements for Cashman, run Proformas, and complete maintenance on corporate accounts.
6. Restyle, close, and reopen accounts.
7. Make Merchant Services contact calls.
8. Assist in End of the Month (EOM) Reporting for the Corporate Services Area, includes running BTE entries and CamPlus queries.
9. Assist commercial lenders with daily duties such as mortgage and consumer loan verifications, written and verbal loan payoffs, reprint year end interest statement for loan customers, provide loan assistance and quote loan rates.
10. Process Accounts Now, Enhancements, and Loans that are submitted via Internet.
11. Ensure proper close out of Accounts Now if not opened within allotted time frame
12. Maintain detailed training material for new hires.
13. Back up to Supervisors and Team Leads when associate assistance is required
14. Process CD closing/withdrawal and account closing requests received via telephone or fax.
15. Respond to Internet emails received from customers.
16. Make decisions regarding disposition of complaints.
17. Maintain logs and reports for management.
18. Maintain a file system for Internet activity.
19. Operate Checkfree Customer Care Seat for BillPay assistance.
20. Conduct research within Shazaam to determine status of debit cards and determine disposition of transaction codes.
21. Research and correct web address corrections.
22. Responsible for Simple Switch procedures such as checking paperwork for errors, submitting requests to merchants, payroll entities, utility companies and others and verifying that requests have been completed
23. Respond to secure messages in a timely manner.
24. Verify telephone transfers and stop payments submitted by Customer Service Representatives.
25. Verify and input wire transfers received via telephone or fax.
26. Assist management with special projects as needed.
TEAM ACCOUNTABILITIES:
1. Maintain a high level of cooperation and rapport with all officers and other employees.
2. Contribute to the overall growth, stability, and profitability of the organization.
3. Formulate and communicate new ideas and suggestions for improved efficiency and service.
4. Maintain involvement in the community affairs to foster and promote the proper bank image and goodwill at all times.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform duties as assigned satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
• High school diploma or general education degree (GED) required.
• Customer service, bank or other financial service provider experience preferred.
OTHER SKILLS AND ABILITIES:
• The employee must project a friendly, courteous, patient, and professional image at all times, even under adverse conditions.
• Must perform job responsibilities in a very accurate manner that will safeguard the bank’s assets and will provide effective, error-free service to the customers.
• The employee should have working knowledge in the use of a personal computer, calculator, typewriter, and other business machines.
• Must be able to arrive at work on time, work on site and have regular work attendance
• Must be able to work cooperatively with other co-workers regardless of personality, presence or communication style
• Must be able to provide cordial customer service regardless of customer personality, presence or communication style
• Must be able to perform several tasks at once
• Must be able to work in a stressful atmosphere
• Must be able to rotate job tasks
• Must be able to occasionally work overtime
• Must be able to greet others cordially
• Must be able to coordinate multiple and changing priorities
• Must be able to verbally communicate with all other associates
• Must be able to operate telephone, copier and FAX machines
• Must be able to move from department to department or bank to bank to attend meetings
• Must be able to operate personal computer keyboard in order to create reports, schedules and other appropriate documentation
• Must have excellent personal relations skills.
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. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the
essential functions.
While performing the duties of this job, the employee is regularly required to talk, hear and sit. The employee is required to stand and walk; use hands to finger, handle, or feel objects or controls; kneel or crouch while filing, and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
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