Summary: Customer Support Center Representatives are the “Voice” of River Valley Bank. They answer incoming telephone calls, determine purpose and need of callers, assist customers with requested information, transfer calls to appropriate personnel or departments as necessary and continually look for opportunities to deepen or create relationships with new and existing customers. Essential Duties and Responsibilities include the following. Other duties may be assigned. · Provide exceptional customer service and assist the department in meeting sales and service goals while answering incoming telephone calls through the Customer Support Center (CSC). Employees in this position will answer on an average 100 or more calls and spend approximately 80-90% of their day on the phone. · Responsible for bank and non-bank referrals, establishing and maintaining quarterly and yearly goals which including product referrals, (i.e. Consumer and Business Loans, Mortgages, Wealth Management, and Insurance and Benefits). · Identify and develop customer’s needs by probing and asking questions about products and services that customer may value in obtaining with River Valley Bank. · Using professional language while speaking with internal or external customers. Listening to key indicators on lifestyle changes that may be arriving for each customer. · Complete account research per customer’s request. · Develop thorough knowledge of RVB products, services and processes; remain versed on all marketing initiatives and any communications distributed to RVB customers. · Demonstrate a through knowledge of RVB products and services, including Net Teller, Bill Pay, Credit Cards, Check Cards, E-Statements, Electronic Banking, Bank at Work, etc. · Responsible for setting up and resetting Net Teller Accounts, working with and solving check card issues and processing credit card payments. · Retrieves messages from Customer Support Center voice mail and forwards to appropriate personnel; transfers calls to voice mail when appropriate personnel are unavailable. · Performs other clerical duties as needed, such as filing, photocopying, and collating. Other Responsibilities: · Performs other duties of a similar nature or level as assigned. Supervisory Responsibilities: This job has no supervisory responsibilities. |