Job Description
A client of Fenway Consulting Group, a Financial Services company, has recently merged with another Banking entity and is in need of additional help to join their team. This is a great opportunity for those with Banking and Customer Service backgrounds!
RESPONSIBILITIES:
- Promptly responds to oral and written customer inquiries in a courteous and professional manner to ensure complete customer satisfaction.
- Utilizes various operating systems to facilitate resolution of customer issues.
- Provides customers with accurate product knowledge and service information including deposits, loans, eBanking, commercial services, etc.
- Provides current and historical information to customers including, but not limited to, deposits, consumer and business internet and mobile banking, online account opening, loans, Automated Clearing House (“ACH”), wire transfer, Certificate of Deposit (CD)/Individual Retirement Account (IRA), Voice Response Unit (VRU), and web site.
- Identifies and addresses customer needs by recommending applicable products and services that may represent value to customer.
- Reviews, edits, and approves all outgoing CRC emails.
- Acts as coach to CRC email writing team to develop exceptional correspondence skills.
- Oversees business token process, including inventory, distribution, and ordering of business tokens.
- Updates and categorizes all CRC procedures.
- Assists management with various product rollouts.
- Identifies and reports quality service concerns that may become apparent through customer interactions.
- Keeps abreast of all federal, state, and bank regulations and policies.
- Initiates outbound customer calls, as requested.
QUALIFICATIONS:
- Bachelor’s degree in business or related field or 4 years’ banking experience.
- Strong knowledge of banking products and services.
- Strong knowledge of consumer and business digital products.
- Strong knowledge of call center techniques.
- Excellent communication and organizational skills.
- Strong organizational and planning skills.
- Strong consumer and product awareness.
- Strong computer skills.
- Demonstrated ability to work on multiple projects at one time.
- Proven ability to work under pressure to meet deadlines.
- Basic attention to detail.
- Self-motivated and goal oriented.