Customer Service Specialist- Owensboro, KY
Independence Bank
19 reviews
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Owensboro, KY 42301
Independence Bank
19 reviews
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Date: July 2, 2020
Job Status: Non-Exempt; Full Time
Position Title: Customer Service Specialist
Supervision Received: Position reports to Senior Operations Officer
Supervisory Responsibilities: None
Job Summary : The Customer Service Specialist Department will be the primary interface with existing banking customers that call into our facility. The department goal is to increase customer satisfaction by providing efficient and quality service. The department will provide basic customer service for cash management operations, electronic services (i.e. debit cards, online banking, mobile banking, etc.), assist customers with general inquiries, as well as transfer calls as necessary. This position is required to work Saturdays.
Essential Functions, Duties and Responsibilities include, but are not limited to:
• Provide excellent service to customers that call into our facility
• Maintain up to date knowledge of all electronic services offered by the bank including mobile banking, online banking, and telephone banking
• Maintain up to date knowledge of the bank’s cash management products and services
• Handle customer telephone inquiries that may arise on a daily basis that relate to online banking functions, debit cards, credit cards, etc.
• Perform debit card maintenance such as changing daily limits.
• Reset customer passwords or assign temporary PIN numbers for debit cards and online banking
• Provide information obtained from a variety of sources to field questions from the public regarding departments, phone numbers, operational hours, etc
• Assist callers in identifying needs and then route them appropriately
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Knowledge Required to Perform Essential Job Functions:
- Customer and Personal Service- Knowledge of principals and processes for providing customer and personal services. This includes customer assessment, meeting quality standards for services, and evaluation of customer satisfaction
- Clerical- Knowledge of administrative and clerical procedures and systems such as Word processing, managing files and records and other office procedures
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Computers and Electronics – Knowledge of electronic equipment and computer hardware and software
Skills and Abilities Required to Perform Essential Job Functions:
• Extraordinary customer service skills
• Ability to maintain confidential information
• Must be team oriented and maintain a positive attitude
• Complex problem solving and judgement skills
• Honesty and Integrity
• Time management and effective communication skills
• Organizational skills
• Ability to interact with the public and have pleasant telephone manner
• Computer skills
• Must be able to speak, read, and understand English
• Must work well in a team environment
• Must be able to maintain a positive attitude
• Ability to work and relate to management, subordinates, coworkers and customers in a professional manner
• De-escalation or Conflict Resolution to point out that handling challenging situations is a key component of quality service.
Education and Qualifications:
• High School diploma or equivalent
• Banking experience preferred
• Customer Service experience preferred
Physical Factors of Essential Job Functions:
While performing the duties of this position, the employee is frequently required to sit, communicate, reach and manipulate objects, tools or controls. Minimal physical exertion. Duties involve moving materials weighting up to 10 pounds on a regular basis and up to 20 pounds on an occasional basis. Manual dexterity and coordination are required over 75% of the work period while operating equipment such as computer keyboard, mouse, calculator, phone, and similar machines.
Working Conditions:
Indoor, environmentally controlled. Usual office working conditions. The noise level in the work environment is typical of most office environments with telephones, personal interruptions, and background noises.
**This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The employee will be required to follow any other instructions and to perform any other duties required by his or her supervisor. Therefore, the responsibilities, tasks, and duties of the jobholder might differ from those outlined above and other duties, as assigned, might be part of the job.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status