The Summer Help Call Center position is responsible for processing telephone transactions, inquiries/requests from Pittsburgh and Cleveland customers. This person must implement customer service techniques to reflect a positive image for the Bank. Our representatives perform typical banking functions by phone, instruct customers about Push-Button Banking, and are the Bank's primary telephone contacts with its customers. This position requires employee to work a rotating schedule including some evenings and Saturdays. The Customer Service Center is open Monday through Friday from 8:00 am-8:00 pm and Saturday from 9:00 am-3:00 pm.
Description of Duties
*Services Pittsburgh and Cleveland customers accurately, courteously and efficiently processing payments, transfers, stop payments, product/account inquiries, histories, concerns and requests. These duties cross system lines and include all loan and deposit products as well as Internet based applications. Instructs customers about using Push-Button Banking.
*Recognizes sales opportunities and refers sales leads to Account Sales. The Representative is responsible for performing a quick analysis of the customer's needs based on account activity and product knowledge.
*Adheres to Bank regulations, policies, and procedures in performing daily assignments and tasks.
*Executes professional customer service techniques in servicing customers and in resolving customer concerns. Also, acts as liaison to other departments in solving customer concerns.
*Records and resolves specific problems using knowledge of Dollar Banks' software systems.
*Provides customer feedback and product development information to Marketing.
*Active participation in ongoing customer service and sales training.
*Other duties as assigned.
Skills and Experience Required
*High school diploma or GED required
*Strong customer service orientation and experience
*Excellent verbal and written communication skills
*Ability to assess customer needs and respond to them
*Ability to diplomatically handle emotionally charged situations
*Ability to learn Dollar Bank retail products/services, regulations, policies and procedures
*Proficient with Microsoft Office and Internet
*Ability to work independently and with a group, and be able to adapt to a changing environment
*Excellent organizational and time management skills