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Customer Service Representative

2 months ago

Chillicothe, Missouri, United States Southern Bank Full time
{"Job Title": "Resource Center Specialist", "Job Description": "Job Summary

We are seeking a highly skilled and customer-focused Resource Center Specialist to join our team at Southern Bank. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers via telephone, ensuring their needs are met and exceeded.

Key Responsibilities
  • 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.
  • 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.
  • Responsible for thorough knowledge of all bank products offered.
  • 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.
Requirements
  • 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.
Education, Training, and Experience Requirements
  • 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.
Core Competencies
  • 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.
  • 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: 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.