Location: Remote

Job Summary

The Customer Solutions Center Specialist I assists customers with resolution of inquiries by providing quality service and sales in an efficient and professional manner. This position serves as a liaison between customers and business units to address account issues. The Customer Solutions Center Specialist I processes transactions as requested by the customer and supports the use of online, mobile and bill payment banking services. This position reports to the Customer Solutions Center Manager and provides excellent service and support to team members and customers while demonstrating the Company’s values and supporting the mission.

Job Duties And Responsibilities

• Assist customers with resolution of inquiries by providing quality service and sales in an efficient and professional manner
• Identify customer needs and recommend additional products and services as appropriate
• Maintain knowledge of all bank products and services including, but not limited to, deposits, loans, and electronic banking
• Demonstrate ownership of customer concerns and follow through to resolution
• Serve as a liaison between customers and business units as necessary to address account issues
• Follow established policies and procedures related to maintaining customer confidentiality
• Identify and recognize when escalation is needed to improve customer experience. Refer calls to the appropriate individual, branch or department when necessary.
• Maintain customer correspondence through email and/or online banking secure messaging
• Process transactions as requested by the customer including transfers
• Support and promote the use of online, mobile and bill payment banking services
• May back up Receptionist duties for Main Office and Operations Building lobbies
• Respond to branch inquiries via phone, email, service events, and/or ticketing, in a professional, knowledgeable, and timely manner
• Identify and assist with implementation of process improvements to enhance accuracy and efficiency of department processes
• Assist with special projects as directed by Management
• Attend training as requested
• Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program
• Participate in outside community activities as required
• Perform other duties as assigned

Required Qualifications

• High school diploma or GED
• 1 year of experience in related role preferred
• Bank experience preferred
• Proficient with Microsoft Office and other standard software applications
• Ability to navigate multiple computer applications while engaged in conversation with customers
• Excellent organization and communication skills including active listening
• Ability to interact in a helpful and professional manner
• Critical thinking and analytical skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Ability to multitask
• Ability to work independently while demonstrating excellent follow through
• Demonstrate flexible and efficient time management and ability to prioritize workload and meet deadlines
• Ability and willingness to work with purpose and a strong sense of urgency
• Self-motivated, positive, and enthusiastic
• Self-starter with a desire to exceed expectations
• Maintain confidentiality discretion
• Ability to interact with customers and employees in a friendly and professional manner
• Ability to effectively work in collaboration with others to achieve business objectives
• Willing to grow and be challenged