Universal Banker/Access Banking

4 weeks ago

Guilford, United States Guilford Savings Bank Full time
Job DescriptionJob Description

POSITION DESCRIPTION:

This position is the Customer Ambassador for Guilford Savings Bank (GSB) with the overall purpose of providing superior customer service, quality, and efficiency to customers who interact with the Bank, and expand and strengthen customer relationships via various channels such as telephone, email, and chat. This position will have a thorough understanding of GSB’s Retail product offerings as well as the customer’s transaction requirements and be able to effectively communicate all available options to them. A Call Center Universal Banker will respond to customer inquiries, provide customer education with regards to GSBs products and services, with a heavy emphasis on providing tier one customer support for the Bank’s online and mobile banking products, and make recommendations/referrals for new products that may enhance the customer relationship.

They will also be responsible for service to both new and existing customers by telephone, e-mail, live chat and other direct-to-consumer means. The position recognizes sales opportunities from incoming calls, chats, and other lead-generators and makes the appropriate cross-sell or referral to ensure customer satisfaction. The position handles all financial transactions in an efficient, friendly and accurate manner. Follows Bank policy and regulations regarding Bank Security Act (BSA), Currency Transaction Reporting (CTR), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and any others impacting front-line customer transactions.

GENERAL DESCRIPTION OF DUTIES:

With a firm understanding of the Retail bank products/services and the customer’s current relationship, a UBI troubleshoots customer service problems and offers information on Bank products and services that can benefit the customer and enhance their banking relationship. Carefully evaluates the needs of potential customers and offers appropriate financial products and services resulting in referrals.

• Responds to all inbound customer communication to the Bank (internal & external) in a professional and courteous manner, following all internal policies. Navigate multiple computer applications while interacting with customers. Provides ongoing relationship servicing with current customers to maintain goodwill and gain additional business.

• Uses customer interactions as an opportunity to educate customers on Bank’s products and services, including deposit accounts. Exercises sound customer service skills to identify customers’ needs. Fully explains the features and benefits of the Bank’s accounts and services, making appropriate referrals based on customers’ needs. Provides follow-up with customer as necessary to ensure a timely resolution and customer satisfaction.

• Assists in resolving customer disputes in a friendly and timely manner.

• Responsible for utilizing the CRM and call center software to authenticate customers and maintaining a record of all inbound and outbound calls and following up as necessary.

• Acts as an expert and trusted resource for all direct-to-consumer products including online & mobile banking, mobile check deposit, bill pay, funds transfer, online statements, telephone banking, ATMs, and the Bank’s corporate website, among others.

• Completes department related tasks including, but not limited to online bill pay maintenance, placing lock-out list calls, and group email inbox monitoring.

• Maintains a pulse on issues with products and services including availability (i.e., system failure). Is skilled in assisting the customer and ensures rapid notification of the problem to appropriate colleagues.

• Collaborates with other departments within the bank to promote sharing of product knowledge and workforce synergy.

• Manages multiple priorities and is accountable for own performance. Participates in quality assurance process by self-rating a sample of inbound calls weekly in conjunction with supervisor monitoring.

• Maintains a professional appearance and exhibits behavior that is in accordance with Bank policy and standards.

• Must be able to work extended hours and a changing weekly schedule, as well as Saturday hours.

• Performs other duties as required.

• Completes all required compliance training on an annual basis.

DIGITAL LITERACY: The ability to use data, information, and communication technologies to find, evaluate, create, and communicate information, requiring both cognitive and technical skills.

• Information, data, and content

• Teaching learning and self-development

• Communication, collaboration, and participation

• Digital identity, safety, and security

• Technical proficiency with all bank products

• Awareness and interest in new technology

• Creation, innovation, and research

BASIC KNOWLEDGE & TRAINING REQUIRED FOR MAXIMUM PROFICIENCY:

Superior verbal and written communication skills as well as a general understanding and knowledge of banking products and services. Possesses basic proficiency with computers and current technology, and strong interpersonal, organizational, and time management skills. Previous customer contact experience is required. Proficiency in Microsoft Office (OUTLOOK, EXCEL, and WORD) is required.

EDUCATION REQUIRED: High school diploma or general education degree (GED)

EXPERIENCE REQUIRED: One + years related customer/client service experience.

MANAGERIAL RESPONSIBILITY: Has no supervisory/managerial responsibilities.

*Compensation: Compensation is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

GSB is an equal opportunity employer and offers equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, disability, and veteran status.

Applicants requiring reasonable accommodation in the application process should notify Human Resources.

GSB participates in E-Verify.

EOE/AA/M/F/D/V

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