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Communication Center Representative

2 months ago

Kokomo, United States Horizon Bank Full time
Job Overview

Responsible for initiating, enhancing and maintaining customer relationships by providing Exceptional Service and Sensible Advice. Communication Center Representatives generally have more than 2 years of experience as a Bank Teller and have demonstrated a high degree of initiative and mastery of bank products and systems. Able to probe for information regarding customer's needs and provide effective solutions. Work is typically performed via video banking interface in a call center environment.

Principal Accountabilities

Represent the Bank to the customer in a courteous, professional manner in video banking, face-to-face and telephone communications. Prospect new customers and develop a "book of business." Develop and enhance customer relationships to identify cross selling and referral opportunities. Accountable for meeting accuracy, production, deposit, sales, origination and referral goals. Expert knowledge of bank processes, products, services and resources as well as banking regulations including Bank Secrecy Act (BSA). Provide timely, efficient, and accurate service in processing transactions in accordance with all regulations, policies and procedures. Actively protect confidentiality of customer and account information. Demonstrate Horizon Bank's commitment to the communities in which we serve through involvement in local organizations and events.

Duties
  • Provide transaction processing via Horizon video banking channel. Meet all accuracy and productivity goals.
  • Onboard new deposit accounts including checking, savings, ATM/Debit Cards, money market, CDs, IRAs and commercial accounts via online account opening platform.
  • Originate and provide advice on business loan products including installment loans and lines of credit via online loan origination platform.
  • Originate business deposit accounts, associated services and refer additional products and service to Treasury Management or Business Banker.
  • Perform account maintenance and provide BSA and Deposit Operations support. Recommend and initiate product offerings to meet customer's changing needs. Encourage electronic banking and e-statement participation and educate customers on digital banking options such as mobile check deposit and on-line bill pay services.
  • Provide credit coaching to consumer customers.
  • Develop ongoing relationships with customers and provide guidance, education and recommendations regarding bank products and services such as business, commercial and mortgage lending as well as trust services.
  • Participate in all office marketing and sales projects, which include personal contacts, telephone sales, direct mail and promotions.
  • Examine and verify authenticity of financial instruments. Report suspicious transactions or unusual occurrences to supervisor.
  • Address customer questions and concerns through investigation and corrective action.
  • Conduct and document periodic risk reviews and run reports as needed.
  • Perform all work in compliance with established regulations, policies, Standard Operating Procedures (SOPs) and instructions.
  • Maintain customer confidence and protect bank operations by keeping information private and confidential.
  • Participate in ongoing skill, compliance, risk management and security training as required for the position and apply knowledge in daily tasks.
  • Other duties as assigned.
Qualifications & Skills
  • High school diploma or equivalent; college degree preferred.
  • 2+ years of experience as a Bank Teller or the equivalent combination of banking, payment processing and professional sales experience in a service-oriented environment.
  • Must successfully complete consumer lending training and consistently demonstrate the required level of mastery of the lending products and processes.
  • Strong sales initiative and ability to develop ongoing customer relationships.
  • Present a professional image and communicate effectively with the public, co-workers, management, customers and others in a courteous, positive and professional manner. Experience and comfort with video presentation.
  • Ability to follow detailed instructions and a wide range of procedures requiring sound judgment.
  • Ability to perform basic mathematical computations using various business machines and/or computers.
  • Must have proficient typing and computer skills, including Microsoft Office.
Core Competencies

* Effective Questioning

* Prospecting and Referring

* Consultative Sales

* Results Focused

* Overcoming Objections

*

Physical Requirements

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA).

Physical Demands:

Percentage of Time:

Communicate with customers, advisors and managers regarding banking transactions and issues. Able to exchange accurate information with others. Able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

75% - 100%

Able to verify authenticity of financial instruments, forms, documents and signatures. Able to verify identity of customers, vendors and service providers. Able to observe actions of others to ensure safety and security of the branch. Able to grasp, move and sort forms and papers.

75% - 100%

Operate a computer and other office machinery such as calculator, copy machine, printer and telephone

75% - 100%

Regularly move about the office to access file cabinets, storage drawers and various office equipment

50% - 100%

Able to study, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Able to write reports, business correspondence, and procedure manuals.

50% - 75%

Able to remain in stationary position

50% - 75%

Regularly travel to other locations such as customer's office or other Horizon locations to meet with customers. Some overnight travel may be required.

25% - 50%

Occasionally position self to reach heights between floor and 6'