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Customer Engagement Specialist

2 months ago

Ames, Iowa, United States First National Bank of Ames Full time

Position Overview:

The Customer Engagement Specialist is responsible for delivering exceptional service to clients through various communication channels, ensuring a seamless and efficient experience.

Key Responsibilities:

  • Respond to inquiries related to banking services, including loans, deposits, and account management.
  • Provide outstanding support primarily through video banking, addressing customers' transactional needs.
  • Process requests for fund transfers, account changes, and other banking services with accuracy and efficiency.
  • Maintain up-to-date knowledge of electronic banking solutions and effectively communicate their benefits to clients.
  • Adhere to all operational, security, and regulatory policies while delivering customer service.
  • Identify opportunities to enhance customer relationships by promoting banking products and services.
  • Resolve customer inquiries on the first contact whenever possible, minimizing the need for transfers.
  • Ensure timely follow-up on customer requests and inquiries.
  • Utilize computer systems to access customer information and accurately document transactions.
  • Support team collaboration and communication across departments.

Qualifications:

Education & Experience:

Prior experience in banking or customer service is preferred, with a focus on phone and video interactions.

Skills & Competencies:

  • Proficient in computer applications, including Microsoft Office Suite.
  • Demonstrated ability to provide excellent customer service in a call center or client-facing role.
  • Strong verbal and written communication skills, with a professional telephone demeanor.
  • Effective problem-solving abilities and attention to detail.
  • Capable of managing multiple tasks in a fast-paced environment.
  • Ability to work independently and collaboratively within a team.

Work Schedule:

Regular hours may vary, including weekdays and occasional weekend shifts.