Customer Experience Specialist (Ames/Boone) at VisionBank

Boone, Iowa, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Sep, 26

Salary

0.0

Posted On

10 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Cross-selling, Retail Banking, Multi-line Telephone Systems, Problem Solving, Interpersonal Skills, Oral Communication, Written Communication, Microsoft Office Suite, Conflict Resolution, Financial Product Knowledge, Data Entry, Regulatory Compliance, Time Management, Attention to Detail, Professionalism

Industry

Banking

Description

Description Summary The initial point of contact for providing excellent customer service to our customers. Primary focus on the customer’s experience. Operates the telephone switchboard console, receiving incoming calls. Interacts effectively with customers and efficiently handles all calls looking to provide immediate solutions to meet the customer’s needs. work requires courtesy and tact in dealing with people. This position requires knowledge of effective customer service techniques, ability to learn and accurately utilize a multi-line telephone system, and the ability to manage multiple priorities. Essential Duties and Responsibilities include the following. Other duties may be assigned. Service accounts and cross-sells additional retail products and services. Initiates discussion to determine customer needs. Sells additional products and services through cross-selling, portfolio development and focusing on the customer’s needs. Explains various account options such as account ownership, business, IRA, funeral agreement accounts, savings, certificates, and checking account programs to customers. Gathers, inputs, and verifies required personal information from customers, such as name, address, date of birth, employment information, social security number, etc., according to established procedures while maintaining the highest level of security. Refers new business customers to Consumer and Commercial Relationship Banker for additional bank services. Understands and follows the policies and procedures for new & existing customers and working to cross sell and refer all banking products and services, including to other lines of business. Responds to questions from customers and staff regarding retail bank products and services. Responds to written and verbal requests or inquires. Research customer and employee inquiries regarding retail bank product and services. Processes and maintains check orders, deposits, withdrawal, debit card applications, internet banking enrollments, and bill pay set up and questions. Keeps informed of new and existing products and services. Processes customer change of address, name, and account related data, etc. Completes documentation for exchange of government bonds. Maintains support records. Follows up on incomplete new account documentation. Make courtesy phone call to maturing CD customers. Performs all required branch opening and closing duties. Maintain the highest level of security in performing transactions by making sure all transactions are properly documented and receiving proper identification to verify customer information. Enters customers' transactions into computer to record transactions. Images and batches daily transactions Maintain knowledge of various departments' services and functions in order to assist customers and make sales referrals. Explains, promotes, or sells products or services such as gift cards, cashier's checks, and other bank products, which will meet customer needs and increase bank business. Assists customers with service problems or general inquires via the telephone while strengthening customer relations. Adheres to all State and Federal Banking regulations. Participates in civic activities to promote growth and development of the community and a positive image of the bank. Actively makes referrals to all areas of the bank. Promptly and correctly manage customer debit card and credit card disputes. Requirements Supervisory Responsibilities This job has no supervisory responsibilities. Competencies To perform the job successfully, an individual should demonstrate the following competencies: Problem Solving - Identifies and resolves problems in a timely manner; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments. Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings. Written Communication - Writes clearly and informatively. Teamwork - Balances team and individual responsibilities. Business Acumen - Understands business implications of decisions. Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment. Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity. Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals. Planning/Organizing - Uses time efficiently; Sets goals and objectives. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Quality - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality. Quantity - Meets productivity standards; Completes work in timely manner; Works quickly. Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly. Adaptability - Adapts to changes in the work environment. Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience High school diploma or general education degree (GED), with two years experience in retail banking or an equivalent combination of education and experience. Language Skills Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Mathematical Skills Ability to add, subtract, multiply, and divide. Ability to compute rate and percent. Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Computer Skills To perform this job successfully, an individual should have knowledge of Microsoft Office Suite (Outlook, Word, Excel, Power Point). Certificates, Licenses, Registrations Other Skills and Abilities Considerable knowledge of effective customer service techniques, ability to learn and accurately utilize a multi-line telephone system, ability to use fax machine, photo copier, and other common office equipment, and the ability to manage multiple priorities. Other Qualifications Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and peripheral vision. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Responsibilities

Acts as the primary point of contact for customers, managing telephone inquiries and providing immediate solutions to meet their needs. Responsible for servicing accounts, cross-selling retail banking products, and processing various financial transactions while adhering to security and regulatory policies.