Customer Relations Representative

POSITION SUMMARY:  The Customer Relations Representative primarily handles customer calls through the Farmers National Bank call center.  Additionally, the employee will assist customers and non-customers who utilize the bank’s Interactive Teller Machines by using live video technology.  The Customer Relations Representative will provide friendly, high quality customer service to accommodate several needs within the bank. The professional should be able to build relationships, educate customers on bank products, and be able to problem solve a variety of technical and/or financial challenges. 

ESSENTIAL FUNCTIONS:

1.    Provides an outstanding customer experience, being friendly and attentive while on the phone or while using Teller on Demand video technology.

2.    Services customer transactional needs (inquiries, transfers, cashing/depositing checks, account adjustments, etc.).

3.    Maintains knowledge of bank departments and recruits additional help for specific customer sessions.

4.    Assists with inquiries concerning ATM/Debit Cards, processes lost/stolen cards, debit card disputes, card limit requests, and/or PIN issues.

5.    Assists with technical inquiries concerning Online Banking, Mobile Banking, Card Control, Bill Pay, Telebanc, etc.

6.    Provide professional responses for callbacks or email responses from website inquiries. 

7.    Available to potentially work split schedule and/or after regular branch hours (i.e., until 6 p.m. M-F). Also, available to work on Saturdays.

OTHER RESPONSIBILITIES:

1.    Open to coaching to help bank reach its Customer Experience goals.

2.    Performs other work-related duties as assigned.

3.    Performs Job Duties in Accordance with all appropriate laws and regulations to include BSA.

4.    Able to learn/complete accounting adjustments or Notepad coding.

PHYSICAL DEMANDS:

While performing the responsibilities of the job, the employee is required to speak English and hear. The employee is often required to use their hands and fingers to handle customer calls and process transactions as well as sit the majority of the work shift.  Lifting is not required for this position.

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

1.    High School diploma or equivalent combination of education and experience required.

2.    Ability to read, write, speak, and understand English well.

3.    Strong interpersonal and communication skills. Energetic, positive and friendly attitude. Passion for assisting clients.

4.    Sales-focused individual who will proactively explain the bank’s products and services.

5.    Teller experience recommended (two years' experience), but not a requirement.

6.    Ability to use office equipment including (but not limited to) Interactive Teller Machine computer, teller-prompt screens, dual monitors, phone equipment, calculator, etc.

7.    Ability to multi-task and manage time well.

8.    Dependable and team focused. 

9.    Ability to learn new software quickly. 

10.  Proficient in Microsoft Excel.