Customer Service and Sales Associate

2 weeks ago

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

The Sales and Service Associate acts as the primary contact for our clientele, managing incoming calls, delivering information, and resolving inquiries.

Representatives are expected to engage with customers and maintain the high standards of service expected in a dynamic call center environment.

A personable and proactive Representative will identify customer needs, clarify details, investigate issues, and provide solutions or alternatives while recognizing opportunities to promote banking products.

In this role, strong organizational skills, effective communication abilities, and comfort with multiple software systems while interacting with customers are essential.

Additionally, you should feel at ease discussing additional products and services that may benefit the customer and initiating conversations about their advantages.

After comprehensive training, you will operate both independently and collaboratively to achieve personal and team objectives.


Key Responsibilities:

Deliver outstanding customer service by exhibiting genuine friendliness, which includes promptly answering calls and consistently demonstrating courtesy, competence, and concern while addressing inquiries in a timely manner.

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

Communicate bank policies and procedures with patience and clarity.

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

Escalate complex inquiries to the appropriate department when required.

Maintain a comprehensive understanding of all bank products and services, actively promoting additional services by recognizing opportunities and educating customers about enhancements and new offerings.

Assist branch personnel by processing customer requests when call recordings are necessary.

Comply with bank policies, laws, regulations, and the BSA/AML Program relevant to your responsibilities, including completing compliance training and adhering to internal controls.


Team Responsibilities:

Support and embody the organization's mission and uphold the code of ethics while ensuring confidentiality.

Foster a collaborative environment with colleagues to ensure efficient operations and service delivery.

Propose and communicate innovative ideas that enhance profitability and operational efficiency.

Maintain professionalism at all times.


Qualifications:

To succeed in this role, candidates must meet the following requirements:

  • High School Diploma or GED is mandatory.
  • A minimum of one year of customer service experience is required.
  • Demonstrated ability to navigate multiple software systems simultaneously is essential.
  • Experience in cross-selling, retail, or consumer sales is preferred.
  • Prior call center experience is advantageous.
  • Banking experience is a plus.

Skills and Abilities:

Candidates must possess the following:

  • Punctuality and regular attendance are essential.
  • Ability to work cooperatively with diverse personalities and communication styles.
  • Capability to provide courteous customer service regardless of customer demeanor.
  • Ability to manage multiple tasks simultaneously.
  • Capacity to work effectively in a high-pressure environment.
  • Flexibility to rotate job responsibilities.
  • Willingness to occasionally work overtime.
  • Ability to prioritize and coordinate changing tasks.
  • Strong verbal communication skills with colleagues.
  • Proficiency in operating standard office equipment.
  • Ability to travel occasionally within the US.

Physical Requirements:

The physical demands of this position include:

  • Regularly standing, walking, sitting, talking, and hearing.
  • Occasionally reaching with hands and arms, stooping, kneeling, or crouching.
  • Occasional lifting or moving of up to 25 pounds.
  • Specific vision abilities including close, distance, and color vision.
  • Ability to adjust focus as needed.

Work Environment:

The work environment is typically moderate in noise level.


Compensation:

Hourly pay is competitive.

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