Interactive Customer Service Center Representative

3 months ago

Ames, United States First National Bank of Ames Full time

* 13-Jan-2022 to Until Filled (CST)

* Customer Service

* Ames, IA, USA

* Full Time

*Health, Dental, Vision. Life Insurance, 401K with employer match, Short & Long term disability, Accrue 3 weeks PTO first year, Bank Performance Award*

**Major Function:**

Provides optimal customer service in a timely, accurate manner through various service delivery channels, including but not limited to: telephone, email, chat, secure messaging and video banking.

**Essential Duties:**

* Answers inquiries regarding loan and deposit services and products; credit, debit, and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other requests concerning Bank products and services.

* Provides a consistent outstanding customer experience, primarily handling customers' transactional needs (deposits, withdrawals, transfers, etc.) through video banking.

* Processes requests for funds transfer, stop payment, check orders, change of address, research and discrepancies correction, statement reprint, change orders, and other requests from customers.

* Maintains a working knowledge of electronic banking services and communicates the benefits to new and existing customers.

* Adheres to and maintains a working knowledge of all operational, security, risk, and regulatory policies and procedures.

* Seeks opportunities to attract, retain and expand customer relationships by actively educating customers on the benefits and features of new as well as existing products and services.

* Takes every step possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department.

* Performs all follow-up within the time frame committed to the customer.

* Effectively uses computer systems for accessing customer account information, troubleshooting, gathering and tracking information and accurately recording transactions.

* Balances "Virtual Vaults" within given timeframe while properly following operational policies and procedures.

* Assists other employees, departments, and branches to promote teamwork and excellent communication.

* Exemplifies the Bank's core values of Community-Focused, Innovative, Trustworthy, Responsive & Secure.

* Promotes a positive bank image in the community.

* Other duties as assigned.

**Requirements:**

**Education & Experience**

* Previous banking experience preferred.

* Phone customer service experience a plus.

* Video Banking experience a plus.

**Knowledge, Skills & Abilities**

* Strong computer literacy with knowledge of computer software (i.e. Microsoft Windows Operating System and Office applications).

* Demonstrated history of providing exceptional customer service in a client-facing or call center environment.

* Ability to work in a virtual environment with "on-screen" customer interaction.

* Exceptional professional telephone etiquette, and strong written and verbal communication skills.

* Excellent problem-solving skills.

* High level of dependability .

* Well organized, accurate and detail oriented.

* Ability to work under pressure and multi-task.

* Ability to work independently or in team environment.

* Strong reading, writing, and basic mathematical skills.

Regular Hours: Vary between 7:30am - 5:30pm Monday - Friday and rotating Saturday mornings.

Location (city, state or zip code) You must select a location. Education status You must select an education status answer. Seeking for You must select a seeking status answer.

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