Customer Relationship Representative

2 weeks ago

Beloit, United States Bankatfirstnational Full time

** Customer Relationship Representative**

**Job Category****:** Operations **Requisition Number****:** CUSTO001470 Showing 1 location **Job Details**

**Description**

Job Description for CUSTOMER RELATIONSHIP REPRESENTATIVE

THIS POSITION REPORTS TO:

Customer Relationship Manager & Officer

MINIMUM REQUIREMENTS FOR POSITION:

High School education or equivalent

Minimum one year of customer service and sales experience

One year of experience in the financial industry preferred

Inbound customer service experience preferred

Strong communication skills characterized by excellent listening, writing, and speaking skills

Must have a keen eye for detail and follow instructions to the letter

Professional telephone voice as related to tone, volume, pitch, inflection, pronunciation, diction and rate of speech

Must be self-motivated

Ability to use standard or specialized computer hardware and software packages, including word processing in a Windows environment

PRIMARY ACTIVITIES AND RESPONSIBILITIES:

Provide banking services to both bank customers and prospects through inbound telephone calls, emails, and chat

Receive calls from customers and prospects, document complaints/problems and assure timely resolution. Involve other departments as necessary.

Handle all calls in a timely, efficient, courteous manner in line with Bank service standards, leaving customers and prospects with a positive image of Customer Service and the Bank.

Handle telephone calls referred by members of management and those regarding Electronic Funds Transfer claims and fraudulent and suspicious activity.

Open deposit accounts, input consumer loan applications and navigate loan process through mulitiple channels including digital and phone

Evaluate customer needs while keeping in mind their financial goals. Applying knowledge of banking products and services to meet customer needs

Support sales and service strategies that build relationships and promote needs based selling

Follow Customer Identification Procedure completely 100% of the time.

Ensure customer satisfaction and retention while working within operating guidelines and procedures.

Maintain a 98% Mystery Shop average

Maintain product knowledge to assist with customer inquiries and refer the Banks products and services.

Provide back-up support to the Deposit Operations Team Members, as required.

Operate network computers/software, and other equipment necessary to handle financial transactions and customer inquiries

Perform all applicable account maintenance activities requested by customers and management.

Know where the CRA notice, statement and public disclosure file is located in the Branch and who the CRA Officer is.

Participate in on-going training.

Understand Bank mission, organizational structure, employee handbook, bank security, policies and procedures, standards of conduct and incentive program.

Perform other duties as needed or assigned.

**Qualifications**

**Skills**

**Preferred**

**Communication** *Expert* **Customer Service** *Expert* **Sales** *Expert* **Behaviors**

**:**

**Motivations**

**:**

**Education**

**Preferred**

High School or better in Accounting.

**Experience**

**Licenses & Certifications**

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