JOB FUNCTION:

Creating an exceptional customer experience by taking inbound calls relating to bank products, e-banking, loan and account servicing questions for existing and prospective customers. Handles the distribution of calls to various Jefferson Bank departments as needed. Strives to provide customers with the Jefferson Bank level of service with a goal of first call resolution.

DUTIES & RESPONSIBILITIES:

• Delivers exceptional customer service by engaging, educating and building personal connections with our customers
• Identifies, assesses and understands customer needs to achieve appropriate solutions
• Answers incoming customer contacts utilizing bank resources and training requirements to execute successful first call resolution
• Effectively operates in a fast-paced customer contact center environment, navigating multiple banking systems/applications while maintaining an engaging customer interaction
• Provides service and support to e-banking customers to include technical aids, emails, phone contacts, unlocking profiles and online profile passwords resets
• Provides professional, polite and knowledgeable customer support by phone and in writing, to include email, SMS text and chat
• Must be able to complete transactions that include transfers, loan payments, account research, account maintenance and report fraudulent account activity
• Usage of appropriate systems/applications for processing of requested contact center transactions and customer authentication
• Effectively communicates with existing and prospective customers through profiling to uncover financial needs and make referrals as needed
• Complies with all federal and state laws and regulations, and all established bank policies and procedures

MINIMUM QUALIFICATIONS:

Work Experience 

• Minimum of 3 years’ financial institution, customer contact or call center experience
• Experience providing excellent customer service through various forms of communication (phone, SMS text/chat, email, and face-to-face)

Preferred Experience

• 4 years’ of bank contact center experience
• 4 years’ of banking experience 
• Understanding of consumer and commercial bank products and services
• Bilingual in English and Spanish

Supervisory Experience

• N/A 

Education, Skills and Experience

• Four years of College or High School Diploma/GED with equivalent experience on a year for year basis
• Demonstrated ability to interview customer in a consultative manner to determine needs
• Excellent customer service skills to include good verbal and written communication
• Demonstrated success working in sales environment 
• Good organizational skills and ability to multi-task with accuracy and follow assigned tasks through completion

Equipment/Machines/Software

• Knowledge of the Jack Henry core system, preferred and call center software 
• Excellent computer literacy in all Microsoft Programs (Outlook, Word, Excel, and Power Point) 

Proficiency in Adobe Reader/Acrobat and various internet browsers

• Ability to work with and operate standard office equipment such as personal computers, keyboard, copier, fax, scanner, phone system, printers, calculators, telephone headsets, and electronic devices

Position Includes Driving 

• No

Competency Requirements

• Ability to meet scheduled deadlines and manage multiple tasks with shifting priorities
• Must be able to perform at a high level in a professional manner with different levels of employees, managers and customers
• Must be able to provide exceptional customer service to internal and external customers
• Must be able to focus on detail for accuracy 
• Must be able to work independently in a fast-paced office environment and under minimal supervision 
• High level verbal and written communication skills 
• Proven organizational skills with ability to multi-task and follow assigned tasks through completion
• Excellent interpersonal skills
• Ability to maintain confidentiality and protect sensitive data

Physical Requirements

• Must be able to reach, bend, push, pull files up to 30lbs 

• Must be able to sit for most of the day in front of a computer screen 
• Must be able to speak to and hear to communicate with customers
• Must be able to type on a keyboard
• Must be able to read a laptop/computer monitor 
• Must be mobile in an office environment

This job description does not imply an employment contract, nor is it intended to include every duty and responsibility that employee is responsible. Duties and tasks may be assigned by management team based on department and business needs. 

Jefferson Bank is an EEO employer and an Affirmative Action Employer, M/F/Disability/Protected Veteran Status.

Click the link below to be redirected to the Equal Employment Opportunity Commission’s website to view the “Know Your Rights” Poster:

https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf