Customer Service Representative
2 days ago
Job Location
Poplar Bluff Oak Grove Branch - Poplar Bluff, MO
Description
PRIMARY PURPOSE OF JOB
Deliver exceptional customer service and sell appropriate products via telephone to bank customers in a timely and professional manner. Research and resolve customer requests and answer customer inquiries with regard to account maintenance, balance transfers, stop payments, statement requests, etc.
This position may include nights and weekends.
EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS
- Southern Bank team members are a family, rooted in the communities we serve and working together to be the best in our industry, utilizing innovative ideas and strong products. The Southern Bank Patch illustrates these ideals.
- Ensure the confidentiality of customer non-public personal information and secure information systems to comply with bank regulations.
- Receive and field incoming customer service calls, both via telephone and ITM;
- Process transactions through ITM as necessary;
- Promote strong and lasting customer relationships through the Call Center environment in an efficient and highly professional manner;
- Achieve a high level of success by understanding customer needs and identifying opportunities to grow the bank;
- Provide exceptional customer service by meeting all customer demands as they relate to relatively straightforward inquiries, with the support of more experienced personnel; display a positive, professional tone, exhibit empathy when required, deliver key attributes, and provide a WOW experience for the customer;
- Arrive on time, log in, and be ready to receive/make customer calls as scheduled throughout the shift;
- Identify and refer customers as well as potential customers to the appropriate personnel as needed;
- Maintain security over customer information;
- Be responsible for thorough knowledge of all bank products offered;
- Be responsible for knowledge and expertise in utilizing technology and numerous software packages used by the bank;
- Perform quality control functions, various reporting, and tracking of performance; and,
- Complete and perform any other duties assigned
KNOWLEDGE, SKILLS AND ABILITIES
- Ability to use/learn current technology and software applications related to position
- Must have solid customer service and problem resolution skills
- Requires good follow through
- Excellent interpersonal, verbal, and written skills required
- Strong organizational skills
- High school diploma or equivalent;
- Or Participate in a high school work-study program that allows for part-time hours to be worked;
- Up to one year related experience in retail customer service, banking, or call center is beneficial, but not required
Building Trust Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
Customer Focus Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers and own organizations needs.
Contributing to Team Success Actively participating as a member of a team to move the team toward the completion of goals.
Applied Learning Assimilating and applying new job-related information in a timely manner.
Building Customer Loyalty Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
Managing Work (includes Time Management) Effectively managing one's time and resources to ensure that work is completed efficiently.
Sales Ability/Persuasiveness Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
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