What are the responsibilities and job description for the Client Services Representative position at Bank of Ann Arbor?
Description
The Customer Service Representative serves as a primary point of contact for bank customers, providing exceptional service through phone and email communications. This position is responsible for responding to customer inquiries, resolving issues, providing information about products and services, and ensuring a positive customer experience while adhering to bank policies and regulatory requirements.
Requirements
ESSENTIAL FUNCTIONS
Answer incoming customer phone calls in a professional, friendly, and efficient manner.
Respond to customer emails promptly and accurately.
Assist customers over the phone with account inquiries, transaction research, online banking support, debit card issues, and
general banking questions.
Identify customer needs and provide appropriate solutions or referrals.
Resolve customer concerns and escalate complex issues when necessary.
Maintain confidentiality of customer information and comply with all banking regulations and security procedures.
Educate customers on available banking products, services, and digital banking tools.
Collaborate with branch partners to ensure timely resolution of customer requests.
Meet established service standards, response times, and quality expectations.
Perform other duties as assigned.
EDUCATION/TRAINING
1. High school diploma or equivalent; college degree preferred
2. 1-2 years of experience in customer service or banking, preferred experience in leisure industry.
3. Excellent communication and interpersonal skills
4. Strong attention to detail and accuracy
5. Ability to work in a fast-paced environment and handle multiple tasks simultaneously
6. Proficient in Microsoft Office and other computer applications