The Customer Service Center provides unequaled personal service to customers in accordance with established policies, procedures, and on the job training, primarily by voice (phone) interactions, with accuracy and efficiency. Customer Service Specialists strive to exceed our customers’ expectations with strong problem-solving skills, effective multitasking through computer systems and ownership of customer issues.
Primary Duties:
- Functional Requirements:
- Answer and reply to all communication in a customer paced, accurate, and courteous manner, primarily by voice (phone), messaging, and email.
- Be an effective problem solver while researching and investigating requests as needed in accordance with established policies and procedures.
- Multitask through multiple computer systems while maintaining a solution-based mindset and customer focus.
- Work effectively with other departments as necessary for customer inquiry/problem resolution.
- Communicate service issues in a timely manner to Customer Service Center Leadership for resolution.
- Meet or exceed all performance goals as outlined for the position.
- Review and maintain knowledge of regular bank communications.
- Maintain knowledge of functions within appropriate skill level required for quality service.
- Maintain knowledge of all products and services offered by Bell Bank, and other general bank information required for assisting customers with questions.
- Follow established policies and procedures, accurately and efficiently to meet team quality standards.
- Verbalize and demonstrate knowledge of procedures for maintaining security, confidentiality, and integrity of employee and customer information.
- Work flexible hours to support the department needs to include evenings and weekends, if necessary.
- Know by name and face as many customers and employees as possible, calling them by name as often as possible.
- Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
- Know, understand, and live the company values and bottom line.
- Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
- All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
- Prompt and reliable attendance.
- Perform other duties as assigned.
Job Skills Required:
- High School diploma.
- Knowledge of personal computers and related software programs including but not limited to Microsoft Office and the most common internet browsers, and ability to effectively use them.
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Ability to effectively handle conflict and work under pressure.
- Ability to listen, evaluate and exercise independent judgment.
- Experience in banking is helpful but not required.
