Job Description

JOB SUMMARY:

Under general supervision, but within established policies and procedures, answers customer service telephone line and provides information to customers, potential customers, and employees - responding to inquiries, requests, and complaints in an accurate, timely and courteous manner.  Requests research as required by customer questions or complaints and follows up to ensure prompt service.  Performs clerical and record keeping duties related to functions in Central Processing.

 ESSENTIAL DUTIES:

1.            Demonstrates quality customer service principles with internal and external customers consistently.

2.            Receives incoming telephone calls from customers, potential customers, and employees regarding account information.  Operates a multi-line telephone, prioritizing calls to minimize waiting time of callers.

3.            Requests research for customers or employees needing check or statement copies.

4.            Assist customers in troubleshooting e-banking and Online Services

5.            Takes appropriate action to ensure that errors and problems reported by customers are researched, resolved, and responded to in a timely manner.

6.            Refers difficult or complex questions or problems to supervisor / manager, as required.

7.            Composes letters to customers as needed to respond to requests or inquiries and to follow up problems.

8.            Relates complete information to customers regarding products and services; conveys information in a clear and concise manner, making suggestions as appropriate;  Effectively cross-sells the Bank’s products and services.

9.            Maintains accurate statistical data and generates department reports on a daily and monthly basis. 

10.        Periodically reviews all customer problems/ complaints with supervisor / manager.

11.        Participates in assisting with procedural questions, and provides assistance when complex problems arise.

12.         Maintains accurate record-keeping, data storage, and filing of customer sensitive information.

13.        Adds new and maintains existing clients to Online Banking systems.

14.        Processes action items generated via Online Banking (stop payments, wire transfers, messages, etc.).

15.        Investigates and processes Reg E claims.

Company Description

Asian Community Bank