Senior Customer Service Specialist

This position provides unequaled personal service to customers through digital channels including online, mobile, voice, and chat in accordance with established policies and procedures, with accuracy and efficiency. Additionally, this position serves as a subject matter expert, models ideal performance and service, and serves as a leadership presence in the absence of the team trainer, a supervisor or manager. This position will mentor team members as needed, to support the departmental training program already established within this department.

Responsibilities

• Leadership Expectations:
  • Demonstrate both knowledge and application of Bell Bank policies, procedures, and guidelines.
  • Demonstrate leadership by modeling appropriate and professional behavior at all times.
  • Serve as a subject matter expert and assist with employee consultations and customer escalations as needed.
  • Facilitate and support change within the Bell Bank system.
  • Demonstrate commitment to continuous learning personally and for the team.
  • Demonstrate the ability to work effectively with different types of personalities within the Bell Bank team.
  • Identify knowledge/skill gaps and potential training needs for consultants on a continual basis to ensure consistency in customer service.
  • Serve in a leadership capacity in the absence of the Customer Service Center Service Manager or Supervisors, seeking support as needed.
• Training Expectations:
  • Assists with in-person training and mentoring for new hires, as well as module and breakout trainings for the Customer Service Center team, as scheduled by the CSC Trainer
  • Takes direction from the CSC Trainer regarding the department's training curriculum and procedures.
  • Works with CSC Trainer to ensure proper training documentation is completed and filed.
  • Work flexible hours to support the department needs to include after hours and weekends, if necessary.
• Customer Service Expectations:
  • Answer and reply to all internal and external communication in a customer paced, accurate, and courteous manner. This may include online, mobile, voice, and chat.
  • Investigate and resolve problems for employees and customers via telephone or in person.
  • Work effectively with other departments as necessary for customer inquiry/problem resolution.
  • Research processes for appropriateness/efficiency and propose time/cost saving improvements to manager.
  • Proactively communicate departmental activities such as service issues, project activities, escalations, etc., to manager, as appropriate.
  • Observe employee performance and report violations of policy or procedure to Customer Service Center Leadership.
  • Assist in maintaining policies and procedures relating to all Customer Service Center functions, to ensure excellent service.
  • Meet or exceed all performance goals as outlined for the position.
  • Provide courteous, accurate, and efficient assistance to customers and employees.
  • Maintain knowledge of all products and services offered by Bell Bank, and other general bank information required for assisting customers with questions.
  • Analyze and resolve service and technical problems quickly in a demanding environment.
  • Verbalize and demonstrate knowledge of procedures for maintaining security, confidentiality, and integrity of employee and customer information.

Bell Bank Culture, Policy and Accountability Standards

• Know and live Bell Bank's values, bottom line, customer service standards, Golden Rules, and LOCBUTN by building personal connections with customers and employees and using their names as often as possible.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Code of Conduct, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Education, Experience, and Other Expectations

• H.S. Diploma or General Education Degree (GED)
• 2-4 years of customer service experience in call center and/or banking environment.
• Prior experience mentoring or training other staff members preferred.

Knowledge, Skills, and Abilities

• Knowledge of personal computers and related software programs including, but not limited to, Windows, Microsoft Office and the most common web browsers and the ability to effectively use them.
• Excellent verbal and written communication skills.
• Ability to effectively handle conflict and work under pressure.
• Ability to listen, evaluate and exercise independent judgment with minimal supervision.
• Ability to train and mentor team members.