Customer Service Representative

JOB SUMMARY:

Representative provides superior customer service by responding to inbound telephone calls, emails, fax and Online Banking message center inquiries from customers, branches, and internal Departments; uses the Sundown Rule when initiating follow-up outbound calls on inquiries. CSR acts as a customer advocate by taking ownership of the account, verifies Customers using Red Flag Rules (including out-of-box questions) to identify potential fraud and risk to the bank. Assist customers and bank associates concerning Online Banking, Mobile Banking, SmartPay Biller Direct Loans, and Cash Management user issues/problems. Via Job Rotation will perform routine Maintenance and Indexing and/or Proof-of-Deposit j(POD) job task/functions.

ESSENTIAL FUNCTIONS:

Position Specific:

• Provides superior customer service by responding to inbound telephone calls, emails, fax and Online message center inquiries from customers, branches, and internal Departments, and initiate follow up outbound calls, emails, fax, and Online customer message center replies.
• Perform daily Document Indexing and Maintenance Review by separating, reviewing, and organizing documents received from branches/departments.
• Prepare and track missing documentation and/or incorrect information by preparing daily Maintenance Log Spreadsheet and emailing to the branches.
• Prepare a daily Proof-of-Deposit (POD) reconciliation spreadsheet; balance, research, and clear outstanding debit/credit entries.

Collaboration:

• Resolve Online Banking/ Cash Management issues/problems (including browser and security settings) while sharing information with other team members on how problems/issues were resolved.

Technical Skills:

• Use a PC to index documents to appropriate CIF/Account cabinets.
• Scan and Index missing documents.

Compliance:

• Complete yearly ICBA training.
• Adherence to corporate policies, procedures, and regulatory banking requirements.
• Completes all required training.
• Actively communicates matters of potential audit or compliance risk.
• Comply with all safety policies, practices, and procedures.
• Report all unsafe activities to manager.

Performs other duties as requested by Management

SKILLS AND ABILITIES: Demonstrate strong motivational, time management, multi-tasking, problem-solving, presentation and organizational skills. Ability to be detail oriented.

COMPUTER SKILLS: Proficient personal computer skills including electronic mail, record-keeping, routine database activity, word processing, spreadsheet, graphics, etc.

CUSTOMER SERVICE SKILLS: Strong interpersonal skills to foster teamwork and create positive connections with customers. Establish and meet goals to increase efficiency improving customer service.

MINIMUM EDUCATION AND EXPERIENCE: High School diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

REQUIRED EXPERIENCE: 1-2 years of Customer Service Call Center experience, Previous banking environment is preferred.

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS: Ability to add, subtract multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL CAPABILITIES: The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Employment Opportunity and Non-Discrimination Policy: Artisans’ Bank affords equal opportunity to all employees and job applicants regardless of race, color, age, gender, religion, marital status and sexual orientation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Wilmington, DE 19808: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you willing to undergo a background check in accordance with laws and regulations?

Experience:

• Customer Service: 1 year (Required)
• Banking: 1 year (Preferred)

Work Location: One location