POSITION SUMMARY

To provide outstanding customer service to all internal and external customers. Offer first line assistance for basic account information and answer questions regarding products and services. 

ESSENTIAL FUNCTIONS

Customer Service and Sales Support

• Professionally answer incoming calls or chats from external customers in a friendly and compassionate way. 
• Assist branch/department staff with customer questions. 
• Answer on average 60 - 80 calls per day on a wide variety of topics including:
  • Bank account questions
  • Basic debit card questions
  • Personal online and mobile banking questions
• Route other calls in a manner appropriate with department procedure. 
• Investigate customer inquiries and respond in a timely manner. 
• Aptitude to make good decisions in all situations. 
• Ability to work independently and as part of a team. 
• Explain bank services and fees; assist customers in changing to correct products.
• Focus on maintaining customer relationships through cross-selling of bank products and services.

Department Tasks

• Respond to customer inquiries including emails, chats, voicemails, and websites form submissions. 
• Assist in departmental projects as needed.
• Complete ongoing education and e-learning requirements. 

Proactive Listening and Sales Referrals

• Proactively recognize customer needs and refer to appropriate business partners. 

MORE ABOUT THE ROLE

• Qualities needed:
  • Outgoing
  • Friendly 
  • Personable
  • Multi-tasker 
  • Positive attitude 

SALARY GRADE: 32

*Macatawa Bank's full position description is available upon request.