Introduction to Our Company
At our organization, we are dedicated to providing top-notch financial products and services to our customers, and we are seeking a highly skilled and passionate ITM Customer Service Specialist III to join our team. As a leader in the financial industry, we pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Our remote office offers a state-of-the-art and comfortable workspace, allowing our employees to thrive in a flexible and dynamic environment. If you are a motivated and customer-focused individual with a strong background in customer service and financial products, we encourage you to apply for this exciting opportunity.
Job Overview
As an ITM Customer Service Specialist III, you will play a vital role in delivering enthusiastic and professional quality service to our customers and internal personnel. You will serve as a liaison outside of normal business hours, providing support and resolving issues related to our financial products and services. Your expertise and passion for customer service will be essential in driving success and ensuring that our customers receive the highest level of support.
Key Responsibilities
- Efficiently serve the needs of internal and external customers, responding to inquiries and resolving issues in a timely and professional manner
- Answer inbound telephone calls, respond to customer inquiries and problems concerning their accounts, and gather necessary information to document and resolve customer problems
- Maintain telephone call statistics and document account information on the computer for each customer, ensuring accuracy and attention to detail
- Adhere strictly to the privacy of customer information in a remote environment, upholding the highest standards of confidentiality and security
- Process telephone transfers and loan payments, quote loan payoffs, and process stop payment requests made by phone, demonstrating a strong understanding of financial products and services
- Monitor, answer, or forward all email records received to the appropriate department or person, ensuring timely and effective communication
- Monitor and respond to online chats from our website, providing support and resolving issues in a professional and courteous manner
- Maintain and apply knowledge of regulations governing transactions in relation to banking services, including demand deposits and savings accounts
- Reset electronic banking PINS, duplicate statements requests, and answer debit card inquiries, demonstrating a strong understanding of banking products and services
- Assist customers with Internet Banking and Bill Pay, resetting passcodes, assisting with log-in, or guiding through our Internet Banking website
- Responsible for answering debit card inquiries, including reset of PINs and ordering replacement cards, providing timely and effective support
- Provide Video Teller assistance for ITMs, ensuring that customers receive the highest level of support and service
Additional Responsibilities
- Maintain accurate department records, ensuring attention to detail and accuracy
- Keep abreast of all bank products and services, demonstrating a commitment to ongoing learning and professional development
- Cross-sell to existing and prospective customers, identifying sales referral opportunities and making appropriate referrals, and participating in sales campaigns as identified
- Perform any other duties assigned by supervisor, demonstrating flexibility and a willingness to adapt to changing priorities and needs
Qualifications and Requirements
To be successful in this role, you will need to possess a combination of education, experience, and skills, including:
- High school graduate or equivalent, with a minimum of two years of customer service experience or related experience
- Extensive knowledge of deposits, loans, and banking products and services, with a strong understanding of financial regulations and industry standards
- Financial Call Center experience preferred but not required, with a strong background in customer service and support
- Ability to work independently, with a strong sense of self-motivation and discipline
- Ability to perform repetitive tasks, with attention to detail and accuracy
- Ability to work from home in a remote position, with a reliable internet connection and a dedicated workspace
- Ability to sit for extended periods of time, with a comfortable and ergonomic workspace
- Ability to travel to the office for periodic meetings and training, with a flexible and adaptable approach to work
- Ability to multi-task, with a strong sense of prioritization and time management
- Ability to work outside normal banking hours, with a flexible and adaptable approach to work
- Good working knowledge of Microsoft 360 (Excel, Word, Outlook, etc.), with a strong understanding of technology and software applications
- Attention to detail, with a strong sense of accuracy and quality
- Relationship builder, with a strong sense of customer focus and service
- Flexible and dependable, with a strong sense of adaptability and resilience
- Good communication skills, both verbal and written, with a strong sense of clarity and effectiveness
- Demonstrates proficiency and commitment to excellence in performance of duties, with a strong sense of accountability and responsibility
Standards of Performance
To be successful in this role, you will need to meet the following standards of performance:
- Report to work in a timely manner using a secure remote connection, with a strong sense of reliability and dependability
- Complete work accurately and efficiently, with a strong sense of attention to detail and quality
- Avoid distractions, with a strong sense of focus and concentration
- Use the right technology and follow the "Work from Home" guidelines, with a strong sense of adaptability and flexibility
- Maintain a positive work-environment with co-workers and customers, with a strong sense of teamwork and collaboration
- Conduct customer relations in a manner that will enhance the overall marketing effort of the bank, with a strong sense of customer focus and service
- Provide courteous and professional service to all customers, with a strong sense of empathy and understanding
- Requires ability to work well with others, with a strong sense of teamwork and collaboration
- Follow all company policies and procedures, with a strong sense of accountability and responsibility
- Must meet technical requirements, with a strong sense of adaptability and flexibility
- Internet Speed Test must be met to support technical requirements; 10 Mbps download/5Mbps upload, with a latency of 50ms or less, with a strong sense of reliability and dependability
Career Growth Opportunities and Learning Benefits
At our organization, we are committed to the growth and development of our employees, and we offer a range of career growth opportunities and learning benefits, including:
- Ongoing training and professional development, with a strong focus on industry trends and best practices
- Opportunities for advancement and career progression, with a strong sense of recognition and reward
- A supportive and collaborative work environment, with a strong sense of teamwork and camaraderie
- A comprehensive benefits package, including health insurance, retirement savings, and paid time off, with a strong sense of security and well-being
- A competitive salary and bonus structure, with a strong sense of recognition and reward
Work Environment and Company Culture
Our organization is committed to creating a positive and inclusive work environment, with a strong sense of teamwork and collaboration. We value diversity and inclusion, and we are dedicated to creating a workplace that is respectful, supportive, and empowering. Our company culture is built on a foundation of integrity, transparency, and accountability, with a strong sense of ethics and social responsibility.
Compensation, Perks, and Benefits
We offer a competitive salary and bonus structure, with a range of perks and benefits, including:
- A comprehensive benefits package, including health insurance, retirement savings, and paid time off
- A supportive and collaborative work environment, with a strong sense of teamwork and camaraderie
- Ongoing training and professional development, with a strong focus on industry trends and best practices
- Opportunities for advancement and career progression, with a strong sense of recognition and reward
- A flexible and adaptable approach to work, with a strong sense of work-life balance and well-being
Conclusion
If you are a motivated and customer-focused individual with a strong background in customer service and financial products, we encourage you to apply for this exciting opportunity. As an ITM Customer Service Specialist III, you will play a vital role in delivering exceptional support and service to our customers, and you will be part of a dynamic and supportive team. With a competitive salary, comprehensive benefits package, and opportunities for career growth and development, this is an opportunity not to be missed. Apply today and take the first step towards a rewarding and challenging career with our organization.
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