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Customer Service Sales Representative

2 months ago

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

The Customer Service Sales Representative acts as the primary contact for clients, addressing inquiries, delivering information, and resolving issues effectively.

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

A friendly and proactive Representative will assess customer needs, clarify details, investigate issues, and provide solutions or alternatives while identifying opportunities to promote banking products.

In this role, you must be organized, possess strong communication skills, and be adept at navigating multiple software systems while interacting with clients.

You should also be comfortable discussing additional products and services that may benefit the client and initiating conversations about product advantages.

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


Key Responsibilities:

Deliver outstanding customer service by demonstrating genuine friendliness, which includes promptly answering calls and consistently showing courtesy, competence, and concern while using the customer's name.

Handle customer inquiries by adhering to proper telephone protocols, verifying accounts, utilizing various banking systems to access customer information, and ensuring timely resolution of inquiries, 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 unresolved or complex inquiries to the appropriate department when necessary.

Maintain comprehensive knowledge of all banking products and services, actively cross-selling additional services by recognizing opportunities and educating customers about enhancements, new offerings, or services.

Assist branch staff by processing customer requests when call recordings are needed.

Understand and comply with bank policies, laws, regulations, and the BSA/AML Program as they relate to your responsibilities.


Team Responsibilities:

Support and uphold the company's mission and values.

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

Foster a cooperative and respectful relationship with all associates to ensure accurate and efficient operations.

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

Exhibit professionalism at all times.


Qualifications:

To excel in this role, an individual must be able to fulfill each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made for qualified individuals with disabilities.


Education and Experience:

A High School Diploma or GED is required.

At least 1 year of customer service experience is necessary.

Proven ability to work across multiple software platforms simultaneously is required.

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

Call center experience is advantageous.

Banking experience is a plus.


Skills and Abilities:

Must be punctual, maintain regular attendance, and work on-site.

Ability to collaborate effectively with colleagues regardless of communication styles.

Must provide courteous customer service regardless of client demeanor.

Ability to multitask and manage stress effectively.

Willingness to rotate job responsibilities and occasionally work overtime.

Must be able to communicate verbally with all associates.

Proficient in operating telephones, scanners, copiers, and FAX machines.

Must be able to navigate between departments as needed.

Proficient in using a personal computer for documentation and reporting.


Physical Requirements:

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

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 include close, distance, and color vision, as well as the ability to adjust focus.

Travel may be required occasionally within the US, including overnight travel.


Work Environment:

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

The noise level in the work environment is typically moderate.


Compensation:

The pay rate for this position is $20.05 per hour.