Customer Consultant

at  Liberty Bank

At Liberty, we are proud to integrate our Diversity, Equity and Inclusion (DE&I) throughout all functions and areas of the Bank in order to maximize our impact and exceed goals. We believe that deepening our DE&I strategies in the workplace and communities we serve, creates a much better place to work for our teammates and a safe place where our customers are connected and supported. We take pride in promoting through initiatives and investment a socially responsible and sustainable future.

SUMMARY OF THE JOB:

The Customer Consultant is expected to assist customers over the telephone in a professional and courteous manner, and adhere to the service standards set by the Customer Service Center.

MINIMUM REQUIREMENTS:

• Language, reasoning, and analytical skills at a level normally acquired through completion of high school and/or equivalent work experience.
• At least two years of tele-services/customer service experience.
• Familiarity with Bank products, services, and regulations, in particular CRA and other Fair Lending laws normally acquired through one to two years of banking experience and training preferred

PHYSICAL REQUIREMENTS:

• General Office Equipment
• Keyboard Dexterity
• Lifting/carrying up to 25 lbs.
• Use of general office equipment
• Ability to travel

• Accurately, efficiently and professionally answer customer inquiries via the telephone.
• Independently provide the highest level of customer service, general account servicing and problem resolution, escalating through the proper channels when necessary.
• Performs account maintenance such as processing: check orders, stop payments, disputes, online banking requests, bill pay inquiries, etc.
• Provides banking solutions to enhance and create lasting customer relationships.
• Customer Service: Provides courteous, efficient, personalized service and satisfactory problem resolution to each customer in accordance with customer service standards.
• Ability to handle complex situations and demonstrate de-escalating skills when dealing with irate or emotional customers.
• Compliance: Adheres to banks policies and procedures.
• Technical: Efficiently utilizes computer systems including Outlook, Microsoft, Insight, and internal intranet platform.