The Customer Service Representative, Sr. is responsible for providing professional assistance to customers in handling customer’s inquiries as well as acting in a lead capacity as needs arise.
•Answer incoming calls in a professional manner and representing the Bank with excellent customer service demeanor at all times.
•Assist customer inquiries and troubleshoot situations via telephone and respond to email customer inquiries
•Process stop payments upon client requests and per appropriate guidelines and procedures
•Assist junior staff with complex customer inquiries and paperwork
•Handle escalated calls from customers
•Provide customer assistance with Consumer Loan questions and connections of personal financial management software with the on-line banking product.
•Provide product and service knowledge expertise and/or assisting in resolving customer escalation
•Act as the Lead on the team on Saturdays in the absence of management
•Respond to service media “Contact Us” emails from website
•Train new employees on telephone and customer inquiries
•Perform other administrative support responsibilities as department needs arise