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 ap plications. 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