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Telephone Banking Representative

Telephone Banking Representative, Bryn Mawr, PA
Full time, temporary through September or October 2015
SUMMARY
Performs customer service duties related to telephone inquiries. Answers incoming calls related to customer accounts, transactions, and products and services. Participates in any bank-wide calling campaigns and cross sell programs. Exemplifies and demonstrates the company culture and Keys to Excellence core values, offers exemplary customer satisfaction to internal and external customers.
KEY RESPONSIBILITIES
A positive attitude toward work responsibilities, co-workers, and customers.
Answers incoming calls relating to a variety of customer service issues and general bank inquiries.
Knowledge of bank Policies and Procedures as outlined in the employee handbook and customer service training manual.
Knowledge of all bank procedures related to the community bank and retail banking operations and service.
Familiarity with the customer convenience products offered.
Assist Online Banking and Weblink customers with password resets and any problems/inquires.
Processes stop payments and wire transfer requests in accordance with bank procedures.
Process all customer maintenance requests received through the call center according to standard operating procedures.
Monitor and respond to customer inquiries received through the Telephone Banking mailbox.
Achieve a first call resolution rate greater than 75%.
Strictly adheres to all compliance and regulatory guidance as outlined by the management team.
Maintains current level of knowledge of banking trends and industry topics.
EDUCATION REQUIREMENTS
High School diploma or equivalent
EXPERIENCE AND SKILL REQUIREMENTS
Banking experience, Bank platform/CSR experience and call center experience are highly desirable.
Minimum of 1 year experience within a call center environment.
Superior customer service skills are a must.
Maintain a professional, courteous attitude at all times.
Must be detail oriented with good organizational skills, and have excellent written and oral communication skills.
Should also have an introductory to immediate level understanding of Word and Excel.
Must be able to understand and respond to calls of a technical nature.
Must be able to work well with others.
Must have an outgoing, positive and friendly demeanor.
Hourly pay rate:
$13.50


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