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Customer Engagement Specialist

2 months ago

Norman, Oklahoma, United States Arvest Bank Full time
Position Overview:

The Customer Engagement Specialist is the initial point of contact for our clientele, responsible for addressing inquiries, delivering information, and resolving issues.

Associates are expected to interact with customers and maintain the Arvest standard of service excellence in a dynamic call center setting.

A personable, supportive, and genuinely involved Representative will identify customer needs, clarify details, investigate each concern, and offer solutions or alternatives while actively seeking opportunities to promote banking products.

In this role, you must be organized, possess strong communication abilities, and be adept at navigating multiple software systems concurrently while engaging with customers.

You should also be comfortable identifying additional products and services that may benefit the customer and initiating discussions about product advantages directly with them.

Upon completion of paid training, you will operate independently as well as collaboratively to achieve both personal and team objectives.


Key Responsibilities:

Deliver outstanding internal and external customer service by demonstrating genuine friendliness, which includes promptly answering calls and consistently showing courtesy, competence, and concern while responding in a timely manner and using the customer's name.

Handle customer inquiries via telephone by adhering to proper guidelines, verifying accounts, utilizing various banking systems to access customer information, and ensuring a satisfactory resolution to inquiries, requests, or complaints.

Politely and patiently explain bank policies and procedures.

Complete necessary documentation to fulfill customer needs and collaborate with internal teams to facilitate customer satisfaction.

Escalate unresolved or complex inquiries to the appropriate personnel or department when necessary.

Maintain comprehensive knowledge of all bank products and services and promote additional services to customers by using independent judgment to recognize opportunities and educate them about product enhancements or new offerings.

Assist branch associates by processing customer requests when call recordings are required.

Understand and comply with bank policies, laws, regulations, and the bank's BSA/AML Program as applicable to your job duties, including completing compliance training and adhering to internal procedures and controls.


Team Responsibilities:

Support and uphold the Arvest Mission Statement.

Adhere to the Arvest Code of Ethics and ensure the confidentiality of information.

Maintain a high level of cooperation and rapport with all associates to ensure accurate and efficient operations and service.

Contribute new ideas and suggestions that will enhance profitability and efficiency for the company's overall operations.

Promote professionalism at all times.


Qualifications:

To succeed in this role, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.


Education and Experience:

High School Diploma or General Education Degree (GED) required.

Minimum of 1 year of customer service experience required.

Proven ability to work across multiple software systems simultaneously required.

Experience in cross-selling, retail, or consumer sales preferred.

Call Center experience preferred.

Banking experience preferred.


Skills and Abilities:

Must arrive at work punctually, work on-site, and maintain regular attendance.

Ability to work collaboratively with colleagues regardless of personality or communication style.

Must provide courteous customer service regardless of customer demeanor.

Ability to multitask effectively.

Ability to work in a high-pressure environment.

Must be adaptable to rotating job tasks.

Willingness to occasionally work overtime.

Ability to manage multiple and changing priorities.

Effective verbal communication with all associates is essential.

Must be proficient in operating telephone, scanner, copier, and FAX machines.

Must be able to move between departments or divisions to attend meetings.

Proficient in using a personal computer keyboard to create reports, schedules, and other documentation.


Physical Requirements:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

While performing the duties of this job, the associate is regularly required to stand, walk, sit, talk, and hear.

Occasional reaching with hands and arms, stooping, kneeling, or crouching may be required. The associate may occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close, distance, and color vision, as well as the ability to adjust focus.

The incumbent must be able to travel occasionally within the US, including overnight, by automobile and air.


Work Environment:

The work environment characteristics described here are representative of those an associate may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

The noise level in the work environment is typically moderate.


Compensation:

Pay is $20.05 per hour.