Solution Center Associate/Call Center - Premier Financial Corp

Job Description

Position Title:  Customer Care Center Associate

Department: Retail Customer Care Center

Position Reports to: Customer Care Center Team Lead

Position Supervises:  No direct reports

Position Summary:

Serve as the voice of Premier Bank – the team member customers most identify with when contacting the Solutions Center; Maintain a professional image and tone of voice while achieving an exceptional customer experience; Handle all customer contacts accurately and efficiently and in accordance with PFC’s policy, procedure and/or state and Federal regulations; Build customer loyalty by meeting or exceeding sales goals both individual and those of the Solutions Center by converting service opportunities into sales events; Perform outbound calling for sales and service initiatives

Duties and Responsibilities:

• Field inbound contacts from external customer base Bank-wide.
• Handle inquiries for Premier Bank’s retail and lending account holders; empowered to assist customer with general inquiries/requests to include but not limited to: Balance of account, place stop payments, transfer of funds, place check orders, overdraft privilege support, statement & check copies, support seasonal activity – end of year tax reporting documentation, Mortgage and Consumer Loan Support
• Provide technical and sales support for Consumer, Business and Loan customers’ for the Debit Card program, Digital Banking to include; Online Banking, Mobile Application, Peer to Peer Mobile Payment systems, Bill Payment Systems
• Process all customer inquiries and/or transactions in accordance with Bank policies and procedures as well as State and Federal regulations; responsible for keeping current on any changes as it relates to either of these areas
• Maintain excellent working knowledge of Premier Bank’s complete portfolio of Retail and Consumer Lending products and services; proficient in profiling customers, uncovering needs, explaining, selling and administering products.
• Must complete necessary requirements to acquire and maintain NMLS Registration in good standing. Originate Consumer Loans in accordance with Premier Bank policies and procedures with the utmost integrity.
• Complete and practice Trusted Advisor Roadmap training when opening, retaining or referring prospective sales across all lines of business; consistently meet or exceed individual sales goals as established by leadership; foster a team concept to also meet/exceed the sales requirements of the Solutions Contact Center; perform outbound calling for sales and service initiatives;
• Execute First Call Resolution; be the solution Premier Bank Clients seek. Use probing questions to uncover the root of the clients interaction with us; know the area of the business where resolution resides, and take ownership of that resolution with that clients first interaction
• With each customer contact develop rapport; handle customer issues with professionalism – consistently meet or exceed Core Attributes for Customer Call Quality scoring at 96% or above
• Keep current knowledge of Marketing campaigns and/or promotions as well as customer initiatives throughout the branch network.
• Support loan customers via preparation and quoting payoff figures when requested; inquiries as it relates to escrow analysis, handle transactions for loan payments via telephone; educate customer on loan statement generation, enroll in online access for statements, amount due, due date, applicable fees, provide general support.
• Other duties as assigned.

Education, Certification, License and Experience:

• High school diploma or general education degree (GED);
• Minimum two (2) years strong recent sales experience required;
• Minimum two (2) years Inbound and Outbound Contact Center experience required;
• Deposit/Branch related experience or training a plus
• Equivalent combination of education and experience a plus

Skills and Knowledge:

• Strong computer skills and experience working with Microsoft Office, Excel, Word a must, knowledge of financial institution systems a plus; Strong proven record of success in the sale of products, services, cross-sells; Consistently provide excellent customer service with a friendly tone of voice, must be articulate, an incisive communicator, both verbal & written; Should be a highly organized individual, and possess the skills required to multi-task in a fast paced environment while meeting established levels of service; Demonstrate excellent independent problem solving and decision making competencies
• Responsible for knowing and ensuring compliance with applicable laws, regulations and guidelines, as detailed in policies that include but are not limited to Bank Secrecy Act and other applicable anti-money-laundering rules, Right to Financial Privacy, Fair Lending, Community Reinvestment Act, Gramm-Leach-Bliley Act, and other laws and regulations as they pertain to the position.

Work Environment:

This job operates in a professional office environment. Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to speak or hear, stand or sit for long periods of time, open filing cabinets, walk, stoop or bend, use hands to handle or feel and reach with hands and arms.   The employee must frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds and complete tasks requiring manual dexterity. Ability to drive a vehicle for travel is required for the position.

Premier Financial Corp is an Affirmative Action and Equal Opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or any other legally protected status.

The above statements are intended to describe the essential functions of the job and the qualifications of the person assigned to it. They are not intended as an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description does not constitute a contract of employment. Employment is “at will” and may be terminated at any time.