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Overview
Provide quality customer service to BankNewport customers in a fast paced call center and ongoing support and maintenance of all electronic banking systems and services.
Provide BankNewport customers with service excellence through customer resolution and customer follow-up while proactively building customer relationships through sales, cross selling and referrals.
Responsibilities
Performs additional functions necessary, within scope of authority, to provide the highest level of service and responsiveness to customers.
Consistently meet and exceed BankNewport customer service quality standards. Initiate action for account maintenance and research.
Take ownership of customer inquiries and issues.
Build relationships with internal and external customers through exceptional problem solving, ownership, and follow through.
Monitor electronic banking activity and electronic banking technology (Bill Pay, Mobile Banking, Online Account Opening etc.
through routine reports. Responsible to answer all calls in the eBanking and Direct Banking queues.
Perform a variety of eBanking processing activities : e.g., setup, maintenance, closure, and cancellations. Generate regular reports for eBanking.
Maintain a strong knowledge of all electronic banking services and programs. Maintain general hardware and software knowledge of Windows and Macintosh computers, smart phones, and tablets.
Maintain knowledge of the following applications : all internet browsers such as Internet Explorer, Mozilla / Firefox, Safari, Chrome and any new ones that develop, Mobile Devices (tablets and smart phones) using Apple, Android, Windows and any new technologies, MSOffice, and financial software / apps such as Quicken, QuickBooks and Mint.
Demonstrate extensive knowledge of all BankNewport products and services
Consistently strive to meet and exceed sales and referral goals by conducting customer sales interviews, cross-selling, and up-selling products and services to increase customer relationships, satisfaction, and retention.
Assist and encourage customer usage of automation with BankNewport’s electronic banking services.
Adhere to Call Center productivity standards by adhering to schedule and fully servicing customers in the most efficient manner possible.
Act as liaison with internal and external business partners to facilitate issue resolution.
Recognize and provide feedback on trends and issues arising from callers and systems to the Call Center Manager.
Maintain records in compliance with bank security policies and regulations.
Demonstrate strong operational and procedural knowledge.
Work closely with Call Center Manager / Assistant Call Center Manager to ensure all support calls, emails, applications, research and any other customer issues have a maximum of a 24-hour turnaround time.
Respond to all emails and messages sent by external, internal and prospective customers through the eBanking systems, BankNewport’s website and general mailbox.
Coverage of front desk receptionist / switchboard operator when needed,
Participate in Call Center and BankNewport events and community involvement efforts.
Responsible for tracking all incoming calls and issues for future research.
OTHER ACCOUNTABILITIES / RESPONSIBILITIES
Performs related and unrelated duties as may be required.
Qualifications
College degree is preferred or high school diploma with equivalent experience. Two to three years of Customer Service. Knowledge of or usage of electronic banking Services.
Strong organizational, communication, and problem solving skills. Must be detail oriented, analytical and able to multitask in a fast paced and ever changing environment to keep up with technology.
General knowledge of Mobile Devices (tablets and smart phones) using Apple, Android, etc PC and Macintosh hardware, operating systems, Internet Explorer, Mozilla / Firefox, Safari, Chrome and MSOffice.
INDEPENDENT ACTION
Performs work independently within scope of established guidelines and practices. Forwards any and all major problems to the Senior eBanking Representative where additional expertise and clarification of policies and procedures are needed.
BANKNEWPORT CORE VALUES :
We celebrate individuality
We empower employees to be creative problem solvers
We invest and take the time to really get to know our customers
We commit to serving the financial needs of Rhode Islander’s
