Description

Basic Qualifications

Education/Training: A high school diploma or equivalent; specialized training relating to call center.

Skill(s): Clearly communicates in English; moderate reading, writing, grammar, and mathematics skills; moderate interpersonal relations and communicative skills; working knowledge of the features and benefits of the Bank’s products and services; moderate computer skills; visual and auditory skills.

Experience: A minimum of one (1) year related experience normally required.

General Responsibilities

Responsible for providing the ultimate customer experience via telephone and electronic channels to internal and external customers of the Bank; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.

Essential Duties

1.  Provides the ultimate customer experience via telephone and electronic banking channels to internal and external customers of the Bank as follows:

a. Answer incoming calls within 30 seconds and deliver in a friendly, courteous manner.

b. Authenticate customer identity in accordance with Bank’s End User Policy.

c. Conduct a needs assessment to determine the best method for completely satisfying these needs; focus on what we can do for the customer, rather than what we can’t do.

d. Provide direct service to the customer as appropriate, utilizing all current bank systems.

e. Utilize full range of Bank products and services to effectively maximize the customer relationship, including information about all applicable features and benefits.

F. Escalate complex customer issues.

2. Perform specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.

3. Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace.

4. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements.

5. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate Bank personnel.

6 . Responds to inquiries relating to his/her particular area, or to requests from customers, other Bank personnel, etc., within given time frames and within established policy.

7. Greet customers and visitors in a pleasant and courteous manner; direct them to the proper personnel or department; interacts with outside vendors and technicians. Maintains visitor log.

Ancillary Duties

1. Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Job Location

Indian Orchard

1055 Texas Palmyra Highway

Honesdale, PA 18431

Equipment/Machines

1. Telephone with Headset
2. PC/Laptop with Camera & Microphone
3. Multi-Function Device (MFD): print, copy, fax, scan
4. Calculator