High Level Role Overview:

• The agents will be dedicated to a project and trained primarily on password reset.
• The agents will need to authenticate the client, provide a one-time pass code and troubleshoot to assist the client to access the system.
• The agents will escalate the client request to a Relationship Manager or Client Advisor if the agent is not able to authenticate the client.
• Finally the agent will assist the client in requesting a soft token by helping the client walk through the system screen if needed.

GENERAL FUNCTION:

Handles Commercial customer interactions (email, telephone, etc.), providing outstanding customer service. Is knowledgeable in a limited number of Commercial products, or products of low complexity. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Commercial products and services.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·         Handles customer interactions in a professional, courteous manner.

·         Provides accurate information to the customer. Explains products and policies so the customer can understand.

·         Handles Premier and Core client interactions. Serving as the main point of contact for this segment of clients.

·         Directs Treasury Management product and service requests to the CSC Implementations Specialists.

·         Provides Initial support for the following Commercial Products: Wire, ACH, Customer Statements, Healthcare, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry.

·         Assumes ownership on every customer interaction to answer the customer's question or solve the problem during the initial contact. When escalation is required to provide customer resolution, agent will accurately route  customer to the appropriate department.

·         Follows departmental policies and procedures, particularly in regards to customer confidentiality.

·         Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.

·         Handles a significant number of customer interactions within the call center environment. The interactions will be received via phone or email.

·         Continuously utilized computer systems for tracking, information gathering, and/or troubleshooting. All issues or requests are successfully tracked by creating a service request within the CRM application.

·         Adheres to minimum call center standards for quality, schedule adherence, attendance, and performance goals.

·         Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.

·         Continually learning and developing knowledge of Bank products and services.

·         Other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

·         High school education or equivalent.

·         Minimum two (2) years of previous customer service or commercial experience preferred.

·         Must be able to perform data entry and basic computer skills.

·         Knowledge of banking products and procedures helpful.

·         Excellent customer service skills and the ability to articulate and explain information clearly.

·         Excellent telephone communication skills are essential.

·         Must be able, and willing to learn about Bank products and services.

·         Good problem solving skills.

WORKING CONDITIONS:

·         Normal office environment with little exposure to dust, noise, temperature and the like.

·         Extended viewing of CRT screen.

·         Extended telephone use.

·         Repetitive keystroke movements.

·         May occasionally lift or move up to 10 lbs.