Sales and Service Specialist Part -Time Job ID 2019-5400 Job Locations US-GA-Lawrenceville Overview Responsible for inbound and outbound customer calls, sales and service interactions with customers and prospects through multi-media touch points, including phone, fax, internet banking, virtual teller, email, web, chat and direct mail response. Physical Demands The physical demands described 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. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus. Work Environment There is minimum discomfort from noise in this area. Detailed instructions and procedures to be followed in a potentially hazardous condition (i.e. robbery) are received to minimize the risk. The description that follows is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. The principal duties and responsibilities enumerated are all essential job functions except for those that begin with the word May. This job description is intended to describe the normal level of work required by the person performing the work. The principle duties outlined are the essential responsibilities and duties. Other duties may be assigned as needs arise. This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description. All requirements may be modified to accommodate physically or mentally challenged staff members reasonably. Responsibilities Provides exceptional service support for banking/mortgage products and services upon receipt of inbound calls, internet banking, virtual teller, emails, faxes, chats, mobile texts, or direct mail requests. Resolves customer requests through proficient use of the system tools, research and navigation within the organization, or escalation to an appropriate resource. Provides an exceptional customer experience during the interaction through response of an inbound/internet banking products/services inquiry in an outbound campaign, or virtual teller transactions. Adheres to products and regulatory scripting and customer protocol as prescribed for campaigns. Guides customers through the enrollment and promotion of on-line services and administer follow-up contacts. Maintains accountability, proper disposition and thorough follow-up (including post-delegation if required) of all outstanding customer service requests through confirmed successful resolution. Seeks and captures opportunities to differentiate the customer experience through identifying banking, insurance, mortgage and investment solutions suitable for the customers current or future needs. Transfers/escalates interactions as appropriated based on call scripts and customer requests. Captures customer information into the database relative to fields prescribed in the Profile, Relationship, Preferences, and Interactions screens. Meets sales and service level goals and expectations related to department and company objectives. Maintains confidentiality and security of customer information according to regulatory and company guidelines and policies. Account Opening Responsible for compliance with all regulations, laws, and bank policies and procedures that pertain to your day-to-day job responsibilities. Responsible for maintaining a working knowledge of all compliance regulations pertinent to your assigned duties by successful completion of any courses assigned on a timely basis. Responsible for adherence to Code of Professional Ethics and Conduct as well as observing and promoting compliance with the Code among fellow bank personnel, customers and vendors. Qualifications Excellent customer service skills Excellent verbal, written communication skills Proficient keyboard skills Proficient telephone etiquette skills including the ability to speak clearly and concisely with customers and the ability to effectively communicate with people at all levels and from various backgrounds Acute attention to detail Effective decision making and problem solving skills Flexibility with work schedule High School diploma required; College experience preferred Minimum of one year experience in a Personal Banker role (in a financial institution) Working understanding of basic Excel spreadsheet skills