Customer Service Center Representative (Call Center) - QNB Bank

JOB SUMMARY:

As a CSC Customer Service Representative I, you will serve as the first point of contact for customers seeking assistance with their banking inquiries and concerns. Your primary responsibility is to provide exceptional customer service by addressing their questions, resolving issues, and promoting bank products and services. You will handle a wide range of customer interactions via phone and email, ensuring a positive customer experience and upholding the bank's reputation for excellence.

KEY FUNCTIONS:

1. Customer Support: Respond promptly and professionally to customer inquiries and concerns via phone and email channels.
2. Issue Resolution: Efficiently and accurately resolve customer issues, including but not limited to account inquiries, transaction disputes, and technical difficulties.
3. Product Promotion: Educate customers about the bank's products and services, promoting cross-selling and upselling opportunities when appropriate.
4. Account Maintenance: Assist customers with account maintenance tasks such as password resets, account updates, and address changes.
5. Compliance: Ensure all interactions and transactions comply with bank policies, procedures, and regulatory guidelines.
6. Quality Assurance: Meet or exceed established performance metrics, including call quality, response time, and customer satisfaction.
7. Continuous Learning: Stay informed about the bank's products, services, and industry trends to provide up-to-date information to customers.
8. Team Collaboration: Collaborate with team members and other bank departments to resolve complex customer issues and improve overall customer service.
9. Feedback: Provide feedback and insights to management regarding common customer issues and potential process improvements.

GENERAL DUTIES AND RESPONSIBILITIES:

1. Models Q2 Service and Sales programs with creativity and energy such that goals are achieved and quality standards are met or exceeded. Takes personal initiative and is a positive example for others to emulate.
2. Builds customer relationships by being accountable for representing QNB to the customer in a courteous, confidential, and professional manner, and for providing prompt efficient and accurate service in processing transactions through consultative selling and cross-selling in a positive manner.
3. Must have strong Product Knowledge skills to evaluate customer needs using open-ended questions and refers customers to the appropriate resource.
4. Researches and resolves customer problems in a positive and efficient manner.
5. Assists customers with account information and responds to customer inquiries daily. Reviews, verifies, and executes customer transactions including fund transfers, loan/CC payments, contact information changes, stop payments/written statements of unauthorized debits, VCC maintenance (including disputes, increases, hot cards, warm cards, etc) and orders, MCD increases/inquires, check orders, ACH inquiries, and fraud prevention. Provides navigational assistance with online, mobile and telephone banking.
6. Follows proposed department schedules and operating policies & procedures as required.
7. Brings an overall positive attitude to work every day to boost morale within the Department. (Cultivating Culture, Team building, etc.).
8. Completes assigned compliance training in a timely manner and demonstrates the ability to apply training to their duties and responsibilities.
9. Required availability of all operating department hours which can include holidays and weekends.
10. Supportive of community through involvement and participation in local volunteer and/or charitable organizations.
11. Assumes additional job-related duties as requested.

REQUIRED TRAINING, EXPERIENCE AND EDUCATION:

1. Successful experience working with customers and co-workers.
2. Must complete basic CSR training within the first 6 months of employment.
3. Must complete additional CSR training requirements as recommended by CSC Manager.
4. Communication skills that model QNB's sales efforts; including the ability to identify and fulfill customers' current and future needs.
5. Requires basic reading, writing and arithmetic skills. Completion of high school, vocational training or equivalent.
6. Fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy, and established procedures.
7. Must successfully complete Banking of Fundamentals within the first 18 months of employment.
8. This position may require compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.
9. Must fulfill the Continuing Education/Training checklist requirements annually, after first 18 months of employment.

DESIRABLE KNOWLEDGE, ABILITIES AND SKILLS:

1. Previous or current bank experience.
2. Customer Service experience in a call center environment.

DEPARTMENT HOURS

The ideal candidate for this position is expected to be available to work any shifts during the hours that the department is open for business. Hours for this department are:

Monday to Friday - 8:00 a.m. to 7:00 p.m.

Saturday - 8:30 a.m. to 4:00 p.m.