Customer Solutions Center Agent (On-Site)

Position Summary: Join a collaborative, customer-first team that helps our community members with everyday banking. This role offers consistent work, paid training, and opportunities to grow your skills in customer service, problem solving, and digital banking support-all within a supportive environment where accuracy and professionalism are valued. 

Education and/or Experience

• 2 years of experience in a call center/sales or customer service environment and/or in a financial/banking environment.
• High school diploma or equivalent.
• Must have a high degree of technical aptitude and must be able to communicate technical information to non-technical users.
• Ability to troubleshoot and resolve advanced technical issues for end users.
• Strong organizational skills and attention to detail.
• Ability to work well under pressure in a fast-paced environment while exercising patience.
• Ability to effectively communicate both verbally with other employees and outside entities with an empathetic attitude. 

Essential Functions: 

• Delivers outstanding service to both internal and external customers that meets or exceeds the Bank’s service goals.
• Responsible for performing a broad variety of customer requests received over the phone and internet. 
• Provides information relative to The Bank’s accounts, products and services, and processes requests within scope of knowledge and authority.
• Identifies cross-sell opportunities and cross-sells products and services to new and existing customers.
• Resolves customer requests and questions promptly, courteously and professionally.
• Provides an excellent customer experience by relating well to the customer, thinking and exercising sound judgment and acting responsibly in the customer’s and Banks best interests.
• Verifies specific customer information to ensure accurate transaction processing and to prevent the misuse or intentional fraud of this delivery system.
• Assists customers with financial planning by making referrals to wealth management
• Assists callers with loan inquiries and rate information. Makes referrals to branches.
• Maintains record of all calls, sales and other necessary data for report generation and follow through.
• Responsible for end of day balancing and other operational tasks as business needs dictate.
• Performs other related duties as assigned.

Physical Demands and Condition Requirements: 

• General office environment.
• Requires standing and/or sitting for extended periods of time. 

Equipment Used: 

• General office equipment, i.e., calculator, photocopier, etc.
• Computer 

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.