Customer Service Specialist- Athens or Dahlonega, GA
JOB DESCRIPTION
Employer Department
Pinnacle Bank Operations
Job title Exemption status
Customer Service Call Center Operator Non-Exempt
Supervised by
Call Center Manager
Job Summary
The Customer Service Call Center Operator is the initial voice contact that every customer and prospect have with the bank. The Customer Service Call Center Operator is responsible for a quick and customer friendly response in a manner that is consistent with the customer service focus of Pinnacle Bank.
The employee will support the bank's strategic goals, vision, mission, core values, service standards and service philosophy in actions, words, and deeds.
Core Responsibilities (50% of entire job evaluation)
Customer Interaction (65% of Core Responsibilities)
Core Value:
~Build One-on-One Relationships
~Maintain Confidentiality
~Show Leadership
~Exceed Expectations
~Operate with an Innovative Edge
~Create Exceptional Customer Experiences
Answer incoming phone calls in a pleasant and professional manner.
Operate The Switchboard By:
• Answering calls within a timely manner.
• Greeting caller with "Welcome to Pinnacle Bank, this is ____. How may I assist you?”
• Assisting each customer; maintain a low transfer ratio.
• Routing calls as requested to either an individual or voice mail.
• Knowing names and locations of all employees in the Bank and have a working knowledge of bank products and services for referral to appropriate office and employee.
• Taking ownership of and try to help every caller.
• Listening for opportunities to cross-sell bank services whenever appropriate.
• Cross-sell additional bank services to new and existing customers; refer customers to appropriate departments.
• Meet or exceed monthly referral/cross-sell goals.
• Customer Service Operators will display Thank You Gifts in their area and maintain a supply of checking brochures and Tell-A-Friend coupons. When talking with a client or potential client, Customer Service Call Center Operator's will cross-sell checking accounts by conducting a sales presentation on the phone and then referring the customer to a personal banker. They will enthusiastically distribute Tell-A-Friend coupons.
• Begin the Account Opening process for customers new and existing
Electronic Banking Support (15% of Core Responsibilities)
Core Value:
~Build One-on-One Relationships
~Maintain Confidentiality
~Show Leadership
~Exceed Expectations
~Operate with an Innovative Edge
~Create Exceptional Customer Experiences
Provide retail online banking and bill pay support.
Provide mobile banking support.
As assigned answer e-mails for website and online banking customers.
Other duties as Assigned (15% of Core Responsibilities)
Core Value:
~Build One-on-One Relationships
~Maintain Confidentiality
~Show Leadership
~Exceed Expectations
~Operate with an Innovative Edge
~Create Exceptional Customer Experiences
Take full ownership for the wellbeing and positive community image of the bank.
Actively participate in community activities and civic functions to include representing the bank to the community in both an official and unofficial capacity.
Perform other tasks and duties as assigned by management, but not limited to:
As requested, key IT helpdesk emails
Maintain schedule for training and meeting rooms.
Transfer money for customer’s accounts via phone request. Proactively offering online banking and PHON-X-press.
Handle request & updates to debit cards.
Raise limits on debit cards above the daily amount for customers within Call Center limits
Provide support for debit card requests and submit to Debit Card desk within escalation workflow
Handles check reorders for customers' accounts
Policies/Procedures/Compliance (5% of Core Responsibilities)
Core Value:
~Maintain Confidentiality
Attend all training sessions and follow all compliance, security and internal guidelines to ensure accuracy and quality of each transaction.
All personnel of Pinnacle Bank will be committed to the Bank Secrecy Act policies and procedures in order to assist in detecting and preventing money laundering and other illegal activities from being conducted through our bank. Failure to comply with the Bank Secrecy Act policies and procedures may subject the employee to disciplinary action, up to and including discharge and possible criminal penalties.
Focus on the importance of compliance and adhering to bank policies and procedures.
Pay special attention to privacy of information.
Identify caller before providing customer information.
Behavioral Expectations (50% of entire job evaluation)
Attention to Detail/Time Management (25% of Behavioral Expectations)
Core Value:
~Show Leadership
~Operate with an Innovative Edge
~Create Exceptional Customer Experiences
Support and adhere to Branch Delivery Standards, Service Standards and Service Philosophy.
Ensure that work area is well organized so that resources are readily accessible.
Complete necessary forms for all transactions and ensure that the forms are accurate, timely, meet bank and regulatory standards and route to appropriate departments.
Regularly review the data associated with areas of responsibility to identify trends and patterns for efficiency and effectiveness.
Prioritize workload each day to ensure that the most important tasks are completed each day.
Develop back up strategies to accomplish goals and objectives even when priorities may temporarily shift.
Quickly identify customer problems and initiate resolution by using a predictable problem solving process.
Effective Communication (25% of Behavioral Expectations)
Core Value:
~Show Leadership
~Operate with an Innovative Edge
Ask questions and listen effectively to understand and best meet the customer needs.
Ask questions and listen effectively to understand the needs of other employees.
When issues arise, seek solutions to problems rather than people to blame.
Approach others in a manner that communicates a genuine concern about the person, the issue, and the goals of the bank.
Communicate coherently by oral, written, and electronic means.
Speak clearly and persuasively in positive or negative situations.
Effectively present information and ideas and respond to questions from managers, customers, peers and the general public.
Adhere to Pinnacle Banks Professional Telephone Standards.
Teamwork and Cooperation (25% of Behavioral Expectations)
Core Value:
~Show Leadership
Work cooperatively with customers, co-workers, and other parties outside of the bank to ensure customers are serviced timely which may include performing tasks that are outside of the normal expectations.
Develop an understanding of goals and expectations between departments so that common goals can be achieved.
Stay informed of banking industry trends to work effectively with other departments to accomplish bank goals.
Discuss appropriate actions that should be taken to resolve when behaviors are observed where other employees are performing inconsistently with the vision, mission, and core values of the bank and
Work cooperatively with relevant departments to identify and solve problems.
Monitor work schedule to maintain work hours less than the designated number of hours per week, unless approved by Manager.
Initiative and Accountability (25% of Behavioral Expectations)
Core Value:
~Show Leadership
~Operate with an Innovative Edge
Volunteer to help with "extra" duties.
Personally utilize all applicable bank products and services.
Regular in attendance.
At work on a consistent and timely basis and ready to begin work.
Stay abreast of banking trends.
Accept responsibility for own actions.
Work To Upgrade Professional Skills And Abilities.
Embrace new and improved company policies and procedures by developing strategies to apply and implement that will assist in the achievement of individual, departmental and bank goals.
Actively participate in community activities and civic functions to include representing the bank to the community in both an official and unofficial capacity.
Gather information and effectively analyze information to determine real problem and cause before developing solutions.
Take full ownership for the wellbeing and positive community image of the bank.
Skills, Knowledge, Talents
Education
High School graduate.
Prior Experience
Some banking or call center experience desired.
Core Value:
Required Skills, Knowledge, and Talents
~ Operate with an Innovative Edge
~ Show Leadership
Must have a basic knowledge of the bank's products and services.
Must have a willingness to serve.
Must be able to function efficiently in a network environment and have a working knowledge of Microsoft Office and SharePoint.
Must be able to function efficiently on a general business level of math, possess general accounting knowledge (i.e. debits, credits, and an understanding of the bank's account reconciliations).
Project a professional image by adhering to guidelines in the employee handbook.
Must be able to collect, research, and analyze information skillfully.
Must be a self-starter, a creative thinker, flexible, eager, nurturing, open to change and exhibit good judgment.
Must be a leader by example, attentive to detail, work well with others and responsive to supervisory guidance.
Must have a working knowledge of compliance guidelines for the bank and the industry.
Strong customer service attitude.
Good speaking voice.
Must be able to use headset for hearing and speaking.
Must have knowledge of the bank's products and services.
Pinnacle Bank is an Equal Opportunity Employer and a Drug Free Workplace. As a condition of employment, a completed Application of Employment and satisfactory results from a background check and drug screening must be received. Pinnacle supports a diverse work force and welcomes all qualified applicants. It is the policy of Pinnacle Bank to consider applicants without regard to race, color, religion, creed, national origin, gender, disability, marital or veteran status, age or any other legally protected status.
Banking
Other
Full-time