Customer Service Representative - Ephrata, United States - Ephrata National Bank

Ephrata National Bank
Ephrata National Bank
Verified Company
Ephrata, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Summary:


Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Manage an advanced level of customer correspondence in a timely manner.
  • Identify and work through moderately complex customer needs by clarifying information, researching issues, and providing solutions effectively and efficiently.
  • Identify opportunities to improve the customer experience and refer bank products, services and other lines of business.
  • Achieve Customer Service Center performance and customer experience metrics aligned to the CSR II expectations including Quality Call Scores and call performance as outlined within the job performance guidelines.
  • Use clear and concise communication with customers and other bank personnel.
  • Build sustainable relationships and engage customers by exemplifying the "We Care" philosophy.
  • Proactively educate and assist customers on utilizing available access channels for selfservice (ATM, Online/Telephone Banking, Zelle).
  • Consistently remain calm, professional, patient, empathetic, and caring when working with internal and external customers.
  • Remains adaptable to policy, procedure, department structure, and overall environment changes.
  • Makes suggestions to improve the efficiency of the Customer Service Center.
  • Remains positive, professional, and accepting of coachingenriched environment.
  • Communicates system issues to manager and teammates in order to overcome obstacles in providing efficient and timely customer support.
  • Demonstrates effective judgement by partnering and networking with contacts and teammates to make sound decisions on customer inquiries.
  • Ability to read and write general reports and other correspondence.
  • Completes assigned projects in a timely manner.
  • Adheres to operational controls, including legal, corporate, and regulatory procedures to ensure safety and security of customer and bank assets.
  • Follows risk and compliance regulations to properly identify callers and minimize security risk.

Required Education and Experience:


  • High school diploma or GED required. Two years higher education preferred.
  • 13 Years of customer contact or call center environment experience preferred. Experience within a banking environment highly desirable.
  • Maintain a high level of integrity.
  • Ability to troubleshoot moderately complex customer service calls.
  • Ability to handle moderate level customer complaints.
  • Ability to remain flexible, reliable, and adhere to schedule to ensure work volumes are met.
  • Strong listening, verbal, and written communication skills.
  • Detailoriented well organized and will strong multitasking skills.
  • Strong relationship and teambuilding skills.
  • Involved in social and/or extracurricular activities.
  • Acts as a selfmotivated team player, shows initiative, and is able to interact with others in a consistent professional and positive manner.
  • Ability to mentor and guide other team members with resolutions to customer issues.
  • Ability to complete bank training and appropriate educational classes as management requires.
  • Ability to identify and communicate to immediate supervisor service behaviors that improve/diminish the overall customer experience.
  • Ability to share knowledge and assist team members with resolutions to customer issues.
  • Understands and supports bank mission and We Care philosophy.

Competencies:


  • ENB Operational and Functional Competencies

Supervisory Requirements:

This position has no supervisory responsibilities


Work Environment:

This job operates in a professional work environment.

This role routinely uses standard office equipment such as computers, monitors, mouse, keyboard, phones, printers, scanners, photocopiers, filing cabinets, calculator, and fax machines.


Physical Demands:

Ephrata National Bank promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees.

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 talk or hear.

The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.


Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work vary based on the needs of the department. Flexibility of schedule to meet business needs is required.


Travel:

No travel is required for this position.


EEO Statement:


  • Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. _It is the policy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orient
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