Summary:
The Customer Service Representative will handle customer inquiries through incoming/outgoing phone calls, online chat interactions, or email requests. They will seek to create a positive customer experience for each customer by providing outstanding service, answering all inquiries, handling complaints, referring appropriate products and services, and troubleshooting problems. They will actively listen to our customers to understand the reason for their call, identify their needs, and address all questions or complaints in a prompt and effective manner. They will seek to identify additional opportunities and needs for the customer and refer to the appropriate area of the bank for guidance.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Manage an advanced level of customer correspondence in a timely manner.
Identify and work through moderately complex customer needs by clarifying information, researching issues, and providing solutions effectively and efficiently.
Identify opportunities to improve the customer experience and refer bank products, services and other lines of business.
Achieve Customer Service Center performance and customer experience metrics aligned to the CSR II expectations including Quality Call Scores and call performance as outlined within the job performance guidelines.
Use clear and concise communication with customers and other bank personnel.
Build sustainable relationships and engage customers by exemplifying the "We Care" philosophy.
Proactively educate and assist customers on utilizing available access channels for self-service (ATM, Online/Telephone Banking, Zelle).
Consistently remain calm, professional, patient, empathetic, and caring when working with internal and external customers.
Project moderate proficiency in use of standard or specialized computer hardware, software packages, and call center applications.
Remains adaptable to policy, procedure, department structure, and overall environment changes.
Makes suggestions to improve the efficiency of the Customer Service Center.
Remains positive, professional, and accepting of coaching-enriched environment.
Communicates system issues to manager and teammates in order to overcome obstacles in providing efficient and timely customer support.
Demonstrates effective judgement by partnering and networking with contacts and teammates to make sound decisions on customer inquiries.
Ability to read and write general reports and other correspondence.
Completes assigned projects in a timely manner.
Adheres to operational controls, including legal, corporate, and regulatory procedures to ensure safety and security of customer and bank assets.
Follows risk and compliance regulations to properly identify callers and minimize security risk.
Competencies:
ENB Operational and Functional Competencies
Required Education and Experience:
High school diploma or GED required. Two years higher education preferred.
1-3 Years of customer contact or call center environment experience preferred. Experience within a banking environment highly desirable.
Maintain a high level of integrity.
Ability to troubleshoot moderately complex customer service calls.
Ability to handle moderate level customer complaints.
Ability to remain flexible, reliable, and adhere to schedule to ensure work volumes are met.
Strong listening, verbal, and written communication skills.
Detail-oriented well organized and will strong multitasking skills.
Strong relationship and team-building skills.
Involved in social and/or extracurricular activities.
Acts as a self-motivated team player, shows initiative, and is able to interact with others in a consistent professional and positive manner.
Ability to mentor and guide other team members with resolutions to customer issues.
Ability to complete bank training and appropriate educational classes as management requires.
Ability to take ownership and accountability in applying constructive feedback/coaching in a timely manner.
Ability to identify and communicate to immediate supervisor service behaviors that improve/diminish the overall customer experience.
Ability to share knowledge and assist team members with resolutions to customer issues.
Understands and supports bank mission and We Care philosophy.
Supervisory Requirements:
This position has no supervisory responsibilities
Work Environment:
This job operates in a professional work environment. This role routinely uses standard office equipment such as computers, monitors, mouse, keyboard, phones, printers, scanners, photocopiers, filing cabinets, calculator, and fax machines.
Physical Demands:
Ephrata National Bank promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work vary based on the needs of the department. Flexibility of schedule to meet business needs is required.
Travel:
No travel is required for this position.
EEO Statement
Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. It is the policy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic applicable under law. The bank complies with all relevant federal, state, and local laws, as well as, all regulations regarding nondiscrimination.
This job description reflects the bank's assignment of essential functions and position responsibilities. Nothing in this job description restricts the bank's rights to assign or reassign duties and responsibilities to this job at any time. The employee is expected to adhere to all of Ephrata National Bank's procedures and to act as a role model in the adherence to the banks polices.
