What are the responsibilities and job description for the Commercial Banking - Customer Service Specialist position at Northwest Bank?
Description
Summary
This position will be fully in person. The Customer Service Specialist’s primary responsibility is to provide superior service and support to the Bank’s commercial and consumer customers and may assist with the application process for auxiliary treasury service products, such as ACH, RDC, MDC, Wire Transfers, Positive Pay (check and ACH), and Bill Pay. Coordination and collaboration with the service team to ensure customer phone calls, emails, and in person request are processed in a timely manner.
Requirements
Essential Duties & Responsibilities
Summary
This position will be fully in person. The Customer Service Specialist’s primary responsibility is to provide superior service and support to the Bank’s commercial and consumer customers and may assist with the application process for auxiliary treasury service products, such as ACH, RDC, MDC, Wire Transfers, Positive Pay (check and ACH), and Bill Pay. Coordination and collaboration with the service team to ensure customer phone calls, emails, and in person request are processed in a timely manner.
Requirements
Essential Duties & Responsibilities
- Perform assigned duties in accordance with the Bank’s Mission, Vision and Core Values; and provide the Bank’s customers with timely, responsive, and exceptional service in accordance with the Bank’s customer service standards.
- Knowledge and completion of treasury management application, forms and agreements for customers and internal production team to facilitate depository services for business customers. Work with Commercial Banking Support team to ensure customer is taken care of.
- Basic understanding of requirements to open a complex to simple business entity deposit account, obtaining required information from customers. May include HOAs, escrow, or other such type of accounts. Complete and accurate CIP, CDD and EDD information is essential.
- Understanding of requirements to open consumer personal new accounts; ensuring CIP and CDD is complete and accurate.
- Assist retail online banking customer with troubleshooting, setting up service or unlocking accounts.
- Assist customers in processing financial transactions in accordance with established policies and procedures
- Scrutinize checks, cash, and customer identification for authenticity to protect the Bank and customers against fraud losses
- Expanded functions include customer transaction processing to include deposits, withdrawals, stop payments, preparation of official checks, processing service tickets for temp TS increases, and acceptance of loan payments. Ensure risk management and best practices are used in the decision-making process.
- Maintain a thorough knowledge of bank policies and procedures, as well as keeps up to date on changes.
- Provide timely and responsive customer service.
- Bachelor’s degree or minimum 1-year experience customer service relations
- Time management, problem solving, and project management skills
- Basic math skills
- Knowledge of treasury services products and services
- Knowledge of deposit policies and procedures
- Strong computer skills including Windows-based software, word processing and spreadsheet applications, internet usage, email, and bank software
- Commercial online banking knowledge experience
- Exceptional customer service experience
- Strong oral and written communication and interpersonal skills consistent with Bank's customer centric philosophy
- Ability to organize and prioritize tasks at an individual level under a variety of conditions and constraints with minimal guidance