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Video Banking Customer Service Representative
2 months ago
Position Title: Video Banking Customer Service Representative
Department: Customer Service Center
Reports To: Customer Service Center Manager
FLSA Status: Non-Exempt
Grade: 8 ($20.57-$25.72-$30.86)
Location: Onsite
Position SummaryUnder the guidance of the Customer Service Center Manager, and in accordance with established policies and procedures, the Video Banking Customer Service Representative performs a variety of functions related to customer service, including assisting members and prospective members with their video banking inquiries, addressing account-related issues, and directing calls to the appropriate departments. This role also involves promoting and selling additional products and services to both members and potential members.
Key Responsibilities- Assist members and potential members with their video banking inquiries.
- Provide exceptional member service through video interactions.
- Develop member relationships by identifying and cross-selling relevant financial products.
- Exhibit professionalism and friendliness while communicating in a virtual setting.
- Adhere to the schedule for video banking and customer service requests.
- Respond to inquiries regarding products and services offered while resolving issues effectively.
- Identify opportunities for cross-selling and promote products and services during calls.
- Meet sales targets and enhance member relationships.
- Process and balance daily transactions, including loan payments and deposits.
- Monitor and respond to inquiries via online banking, chat, and text messaging.
- Prepare electronic signature packages and assist members with document completion.
- Handle incoming calls regarding loan information, explaining various lending options professionally.
- Process online loan applications efficiently.
- Analyze credit reports, verify information, and submit loan applications using internal software.
- Educate members on online banking and electronic payment services.
- Perform additional related duties as assigned.
To be successful in this role, candidates must demonstrate the ability to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skills, and abilities required:
- High school diploma or equivalent.
- One year of relevant customer service experience, utilizing multiple applications and dual monitors.
- Preferred experience in a customer service center environment.
- Ability to multitask effectively in a fast-paced and structured setting.
- Intermediate proficiency in various technical platforms, including Microsoft Office (Excel, Word, etc.).
- Strong teamwork and independent work capabilities, with a focus on internal and external service.
- Ability to interpret a variety of instructions in written, oral, or scheduled formats.
- Excellent communication skills.
- Strong sales and service orientation, with good organizational and interpersonal skills.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, use hands to handle or feel, and occasionally lift or move up to 10 pounds. Specific vision abilities required include close vision and the ability to adjust focus.
Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is typically moderate to high.
