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Ames

    Interactive Customer Service Center Representative - Ames, United States - First National Bank of Ames

    First National Bank of Ames
    First National Bank of Ames Ames, United States

    4 weeks ago

    Default job background
    Description

    13-Jan-2022 to Until Filled (CST)

    Customer Service

    Ames, IA, USA

    Full Time

    *Health, Dental, Vision. Life Insurance, 401K with employer match, Short & Long term disability, Accrue 3 weeks PTO first year, Bank Performance Award*

    **Major Function:**

    Provides optimal customer service in a timely, accurate manner through various service delivery channels, including but not limited to: telephone, email, chat, secure messaging and video banking.

    **Essential Duties:**

    Answers inquiries regarding loan and deposit services and products; credit, debit, and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other requests concerning Bank products and services.

    Provides a consistent outstanding customer experience, primarily handling customers' transactional needs (deposits, withdrawals, transfers, etc.) through video banking.

    Processes requests for funds transfer, stop payment, check orders, change of address, research and discrepancies correction, statement reprint, change orders, and other requests from customers.

    Maintains a working knowledge of electronic banking services and communicates the benefits to new and existing customers.

    Adheres to and maintains a working knowledge of all operational, security, risk, and regulatory policies and procedures.

    Seeks opportunities to attract, retain and expand customer relationships by actively educating customers on the benefits and features of new as well as existing products and services.

    Takes every step possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department.

    Performs all follow-up within the time frame committed to the customer.

    Effectively uses computer systems for accessing customer account information, troubleshooting, gathering and tracking information and accurately recording transactions.

    Balances "Virtual Vaults" within given timeframe while properly following operational policies and procedures.

    Assists other employees, departments, and branches to promote teamwork and excellent communication.

    Exemplifies the Bank's core values of Community-Focused, Innovative, Trustworthy, Responsive & Secure.

    Promotes a positive bank image in the community.

    Other duties as assigned.

    **Requirements:**

    **Education & Experience**

    Previous banking experience preferred.

    Phone customer service experience a plus.

    Video Banking experience a plus.

    **Knowledge, Skills & Abilities**

    Strong computer literacy with knowledge of computer software (i.e. Microsoft Windows Operating System and Office applications).

    Demonstrated history of providing exceptional customer service in a client-facing or call center environment.

    Ability to work in a virtual environment with "on-screen" customer interaction.

    Exceptional professional telephone etiquette, and strong written and verbal communication skills.

    Excellent problem-solving skills.

    High level of dependability .

    Well organized, accurate and detail oriented.

    Ability to work under pressure and multi-task.

    Ability to work independently or in team environment.

    Strong reading, writing, and basic mathematical skills.

    Regular Hours: Vary between 7:30am - 5:30pm Monday - Friday and rotating Saturday mornings.

    Location (city, state or zip code) You must select a location. Education status You must select an education status answer. Seeking for You must select a seeking status answer.

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