COMPANY DESCRIPTION: Our roots are deeply tied to the people, commerce and values of the western Pennsylvania and northeast Ohio regions. We are proud to now serve the Hampton Roads community in Virginia as well. Over more than 160 years, Dollar Bank has grown to become a large, full service, regional bank committed to providing the highest quality of banking services to individuals and businesses.
DESCRIPTION/RESPONSIBILITIES: Candidate will be required to work a rotating schedule Monday through Friday from 7:30 a.m. to 5:00 p.m.
Job Overview: The Customer Relationship Specialist responds to customer complaints in a concerned and timely manner. The individual ensures that the complaint is thoroughly investigated and that the customer receives accurate, understandable responses to their problem. The individual monitors the nature and frequency of complaints to identify any trends. The Escalation Specialist maintains a database of complaints received from customers for future reference. The individual also disseminates this information monthly to all levels of management so that they are able to address any concerns and to assist them in identify trends.
Principle Activities and Duties: • Receive calls and letters from customers who feel the Bank may not have treated them properly. Listen sympathetically; gather sufficient information from the customer to investigate the nature and seriousness of each complaint. • Interact with department/branch management to resolve complaints by gathering information from employees to respond appropriately to customer inquiries or complaints. • Properly balance Risk, Profitability and Customer Service with the information provided from customers and employees to make the best possible decision with all inquiries received. • Maintain knowledge of bank products, policies and procedures required to answer questions and provide information to resolve customer complaints. • Develop and maintain a good working relationship with all department/ branches to facilitate the resolution of customer complaints. • Attend branch/department meetings as needed, to maintain visibility and credibility as a resource to bank employees. • Compose letters and memos to customers and employees to communicate information about inquiries, complaints and compliments. • Respond to agencies who are inquiring on behalf of customers concerning a problem or complaint i.e.; Office of the Comptroller of the Currency and the Better Business Bureau. • Maintain the PRO database reporting system to track and identify problem and complaint trends. • Respond to customer inquiries received by email via the Customer Service link and through the Secure Message Center housed in Online Banking. • Receive, research and respond to comments submitted to the Dollar Bank Feedback link and assist the Marketing department with social media posts. • Send secure messages and letters to customers whose monthly e-statement notifications have been returned to the Bank as undeliverable. These monthly correspondences are sent, filed, and maintained as required by compliance with government regulation.
BENEFITS • Full-time employees are eligible for a comprehensive benefits package including medical, dental, vision, 401(k) with immediate vesting, tuition reimbursement, and gym membership reimbursement. • Part-time employees qualify for 401(k) with immediate vesting, tuition reimbursement, and gym reimbursement.
For more information, please visit http://www.dollar.bank/company/careers/benefits.
Qualifications: • High School Graduate/GED required. Some College strongly preferred. • Working knowledge of Microsoft Word required. Experience with Excel and Access a plus. • Minimum one year of experience in a role of resolving customer complaints, preferably in a retail banking setting. • One year minimum banking experience required. Branch/Loan Center or Call Center experience preferred. • Ability to listen actively to a customer’s complaint and concerns to identify the actual needs or problem, especially in an emotionally charged situation. • Consistently able to provide solution to problems/inquiries from customers by maintaining a thorough understanding of bank policies, procedures, products, services and operations. • Proven ability to professionally communicate in a concise manner both verbally and in writing, with a diverse audience of employees and customers. To include interpersonal and good conflict resolution skills. • Proven ability to use a flexible approach in the application of bank policy and procedures to resolve customer complaints while maintaining the safety and integrity of the bank. • Maintain a thorough knowledge of regulatory and compliance issues to properly address the Bank’s position in a customer inquiry. • Demonstrate independent thinking to make decisions without supervision. • Assume a leadership role with customers and employees involved in resolving a customer complaint by looking at the macro effect of the decision to ensure that the best possible solution is being made for the customer, as well as the bank. • Ability to demonstrate time management skills and prioritize daily department functions.