SOLUTIONS CENTER REPRESENTATIVE II

POSITION DESCRIPTION

Job Title: Solutions Center Representative

Reports To: Solutions Center Manager

Level: 103

POSITION TITLE: SOLUTIONS CENTER REPRESENTATIVE

DEPARTMENT: SOLUTIONS CENTER

FLEXIBLE WORK PROGRAM ELIGIBILITY CODES: Remote Work (RW) & Hybrid Work (HW)

FUNCTION:

The primary function of BayCoast Bank’s Solutions Center Representative is to provide customers service and solutions by telephone, email, and other forms of electronic communication. The Solutions Center Representative receives incoming telephone calls and other communications from customers needing assistance with existing accounts, as well as telephone calls from potential customers with product inquiries. Substantial knowledge of BayCoast Bank’s products and services is required to ensure that information communicated to the customer is accurate and complete. The Solutions Center Representative also places outgoing telephone calls to customers in connection with specific service requests, or to welcome them to new services and answer questions. The Solutions Center Representative communicates with the customer verbally and in writing, both electronically and on paper. The Solutions Center Representative complies with all Bank policies and procedures, as well as all applicable state and federal banking regulations.

RESPONSIBILITIES:

1. Serves as the first point of contact for customers reaching the bank by telephone or electronic channels.

2. Represents the Bank with a friendly and helpful demeanor with every interaction

3. Effectively engages with customer inquiries in a courteous and efficient manner according to the Bank’s problem resolution procedures.

4. Accurately processes various customer transactions.

5. Leverages problem-solving and strong communication skills to resolve customer issues.

6. Adheres to Customer Centric service standards

7. Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer new business to different areas of the Bank, BayCoast Insurance, Plimoth Investment Advisors, BayCoast Mortgage Company, Priority Funding, and Teamwork Funding

8. Behavior and performance align with the guiding principles and purpose that define the organization’s mission (To provide exceptional service and solutions for our community), and core values (Take pride in what I do; Believe that what I do is important; Care about people; Have a positive attitude).

9. Uses Salesforce to document and enhance the customer experience

10. Knows features and benefits of BayCoast Bank products

11. Evaluates customers’ needs by being consultative and encouraging discussion to offer solutions

12. Enthusiastically participates in bank-sponsored training programs, campaigns, and contests.

13. Confirms identity of caller to protect personal and financial information.

14. Maintains a high degree of accuracy, organization, and productivity in conducting customer transactions

15. Demonstrates knowledge of retail, loan operations, deposit operations and E-commerce tasks

16. Produces the expected volume of calls handled while also adhering to the Bank’s Customer Centric model

17. Prepares and processes documents completely and accurately

18. Quickly responds to internal inquiries

19. Responds to customer inquiries related to deposits, withdrawals, payments, general ledger entries, negotiable instruments, electronic banking, adjustments, fees, charges, and penalties.

20. Uses judgment when reviewing and refunding deposit service charges

21. Uses judgment when reviewing and refunding loan late fees

22. Places stop payments on checks

23. Assists customers with debit card disputes and card maintenance, including travel notifications and activating Apple and Google Pay.

24. Assists customers with proper completion of debit card and account fraud forms and processes.

25. Exhibits a high level of caution when handling customer transactions and utilizes Multi Factor Authentication methods as necessary.

26. Processes address changes for personal and commercial customers.

27. Troubleshoots various technical issues with online banking and bill pay access

28. Introduces customers to bank websites, products, and services.

29. Research inquiries requiring more complex assistance and response.

30. Understands and adheres to bank policies and procedures for daily operations, security, and compliance.

31. Attends all required regulatory training and other internal training as provided

32. Performs other duties as needed.

33. The Solutions Center Representative works to meet and exceed service and solutions goals set by BayCoast Bank. Goals include, but are not limited to, the following categories:

a. Solutions quality goals.

b. Solutions goals.

c. Productivity goals such as the number of calls handled each day and average solutions length.

d. Effective use of customers' time (average work time per call).

34. The Solutions Center Representative is expected to report on time for his or her scheduled shift every day.

35. The Solutions Center Representative must be ready to handle calls at the start of his or her assigned work time and is expected to adhere carefully to his or her work schedule and assigned break times. Work schedules require flexibility on the part of employees; therefore, Solutions Center Representatives may be required to alter their work times to meet the needs of the business. Solutions Center Representatives may be required to work remotely.

Knowledge/Skills/Experience Requirements: High School Diploma (or equivalent), 1-2 years previous banking experience, able to deal with customers under circumstances requiring tact and diplomacy, strong interpersonal skills, strong verbal and written communications skills, able to handle confidential information.

Equipment Used:

General office equipment, computer, printer, copier, scanner, and fax machine.

Physical/Work Condition Requirements:

This position operates in a general office environment and requires frequent and continuous use of a personal computer, a telephone, and a headset. The job requires sitting for an extended period. The pace of incoming calls is often continuous. A Solutions Center Representative may handle an average of 100 calls in an eight (8) hour day. In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable employee accommodation for physical and mental disabilities will be considered on a case-by-case basis. The employee may be required to work evenings and/or weekends, attend remote meetings and/or travel.

This position is a hybrid work position that may require staff to work either remotely or in person in accordance with the needs of the business.