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Customer Relations Representative

2 months ago

Danville, United States Farmers National Bank Full time

Farmers National Bank YOUR LIFETIME BANK WEBSITE: FNBKY.COM JOB TITLE: Customer Relations Representative DEPARTMENT: Retail Banking Reports To: Customer Relations Manager Grade: 6 Location: Assigned location Travel required: None FSLA Status: Non-Exempt Position type: Full time Supervises: No Hours of work: 40 hours per week About the Company: Farmers National Bank has been “Your Lifetime Bank” since 1879. It is the 8th oldest bank in Kentucky as well as the oldest operating business on Main Street in downtown Danville. Our Purpose: We aspire to provide comprehensive solutions that create financial well-being for our customers and economic empowerment in our communities. POSITION SUMMARY: The customer relations representative primarily handles customer calls through the Farmers National Bank call center. Additionally, the employee will assist customers and non-customers who utilize the bank’s interactive teller machines by using live video technology. The customer relations representative will provide friendly, high quality customer service to accommodate several needs within the bank. The professional should be able to build relationships, educate customers on bank products, and be able to problem solve a variety of technical and/or financial challenges. JOB DESCRIPTION Role and Responsibilities • Provides outstanding customer experience, being friendly and attentive while on the phone or using Teller on Demand video technology. • Services customer transactional needs (inquiries, transfers, cashing/depositing checks, account adjustments, etc.) • Maintains knowledge of bank departments and recruits additional help for specific customer sessions. • Assists with inquiries concerning ATM/Debit Cards, processes lost/stolen cards, debit card disputes, card limit requests, and/or PIN issues. • Assists with technical inquiries concerning online banking, mobile banking, card control, bill pay, telebanc, etc. • Provide professional responses for callbacks or email responses from website inquiries. • Available to potentially work split schedule and/or after regular branch hours (i.e. until 6:00pm M-F). Also, available to work on Saturdays. • Open to coaching to help the bank reach its customer experience goals. • Performs other work-related duties as assigned. • Performs job duties in accordance will all appropriate laws and regulations to include BSA. • Able to learn/complete accounting adjustments or Notepad ++ coding. Qualifications and Education Requirements • Ability to read, write, speak, and understand English well. • High school diploma or equivalent combinations of educations and experience required. • Strong interpersonal and communication skills. Energetic, positive, and friendly attitude. Passion for assisting clients. • Teller experience recommended (two years’ experience), but not a requirement. • Ability to use Office 365 • Ability to use office equipment including (but not limited to) Interactive Teller Machine computer, teller prompt screens, dual monitors, phone equipment, calculator, etc. • Ability to multitask and manage time well. • Dependable and team focused. • Ability to learn new software quickly. • Proficient in Microsoft Excel. Physical Demands: While performing the responsibilities of the job, the employee is required to speak English and hear. The employee is often required to use their hands and fingers to handle customer calls and process transactions. Most of the day (95%) would be sitting at a desk. Occasionally it is required for the employee to stand and walk (5%) of the day. The employee would not need to lift any weighted it