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Customer Service Representative

First State Bank

This is a Contract position in Saint-Clair-Shores, MI posted May 13, 2021.

First State Bank – Job Description Job Title: Customer Service Representative Status Non-Exempt Department: Deposit Operations Reports To: Deposit Operations Manager Primary Purpose of the JOB: The Customer Service Representative is responsible for performing a full range of customer service oriented support activities for customers who call the Bank. They engage in customer relationship, growth and retention while performing various operational tasks as requested. A special focus is given to providing each customer with details about the Banks products and services. Essential DUTIES: Perform centralized telephone support for the Bank while maintaining the highest professional standards and delivering quality customer service Use sales techniques and other training provided to recommend products and services to customers, building relationships and providing solutions Assist customers on the phone with questions and concerns relating to current and future banking needs and cross sell products when applicable Maintain a strong working knowledge of all the Bank’s products and services, with a special focus on electronic products and services, and providing exceptional support to customers and other Bank employees Review, approve and process transactions received through the Bank’s electronic channels that are above the Bank’s pre-set allowed risk value –approval authority is unlimited Review 24/7 call center daily outstanding tickets and ensure customer needs are met Assist customers with technical issues for the Banks electronic banking products and services including online banking, mobile banking, apple pay, bill pay and remote deposits Assist Customers with account discrepancies, password resets and other banking services including debit card ordering, check ordering and other general inquiries Develop and maintain up-to-date procedures for all areas of support Assist with various projects as assigned by management including, but not limited to, scanning, report review and name record clean up Work with customers to identify fraudulent transactions on their accounts Assist the Retail team with all areas of electronic and other customer support requests Create and maintain a courteous and professional relationship with co-workers while maintaining timely and prompt daily attendance Other DUTIES: Other duties as assigned Meet and exceed service standard, department and individual goals Required Experience/SKILLS: 1 – 2 years related job experience Strong Customer service skills Excellent Interpersonal Skills Working knowledge of Microsoft Word, Excel and Outlook Working knowledge of computers, mobile devices, operating systems, browsers, etc. Strong oral and written communication skills Required EDUCATION: High school diploma or equivalency (GED) Higher education and/or certifications a plus ABA CSR Certificate within 90 days of hire Job Requirements: Essential DUTIES: Perform centralized telephone support for the Bank while maintaining the highest professional standards and delivering quality customer service Use sales techniques and other training provided to recommend products and services to customers, building relationships and providing solutions Assist customers on the phone with questions and concerns relating to current and future banking needs and cross sell products when applicable Maintain a strong working knowledge of all the Bank’s products and services, with a special focus on electronic products and services, and providing exceptional support to customers and other Bank employees Review, approve and process transactions received through the Bank’s electronic channels that are above the Bank’s pre-set allowed risk value –approval authority is unlimited Review 24/7 call center daily outstanding tickets and ensure customer needs are met Assist customers with technical issues for the Banks electronic banking products and services including online banking, mobile banking, apple pay, bill pay and remote deposits Assist Customers with account discrepancies, password resets and other banking services including debit card ordering, check ordering and other general inquiries Develop and maintain up-to-date procedures for all areas of support Assist with various projects as assigned by management including, but not limited to, scanning, report review and name record clean up Work with customers to identify fraudulent transactions on their accounts Assist the Retail team with all areas of electronic and other customer support requests Create and maintain a courteous and professional relationship with co-workers while maintaining timely and prompt daily attendance

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