Engagement Center Specialist I-PT
About the position The position involves handling incoming service calls from clients or potential clients who have inquiries regarding their current account relationships or are seeking information about additional products and services offered by the bank. The role requires completing client follow-ups resulting from inbound calls, which may include account maintenance, records research, and follow-up on information requests. Additionally, the position entails making outbound non-sales calls to support various departmental and company initiatives. The employee will initiate client conversations to determine and appropriately address client financial needs while actively seeking sales referrals for the broad range of financial services and accounts offered by the bank and its affiliates. The essential responsibilities include managing incoming service calls from customers, which encompass a variety of inquiries such as existing deposit and loan account inquiries, account maintenance requests, online banking access issues, and debit card transaction inquiries. The employee will also be responsible for completing follow-ups on client inquiries, making outbound service and support calls, and maintaining a sense of urgency in handling phone inquiries and client follow-ups. It is crucial for the employee to maintain current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services like brokerage and insurance, to effectively promote and refer these products. Participation in departmental sales contests to support sales referral goals is also a key aspect of the role. The employee is expected to complete self-education assignments in a timely manner and utilize non-phone time productively to enhance job knowledge. The position may require working day, evening, and weekend hours, with possible shift changes, and may offer eligibility for telecommuting.
Responsibilities
- Handles incoming service calls from customers including existing deposit and loan account inquiries.
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- Completes client follow up resulting from inbound calls such as account maintenance requests and records research.
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- Makes outbound client service and support calls.
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- Initiates and actively participates in client conversations to determine and appropriately address client needs.
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- Actively seeks financial products and services referrals.
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- Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services.
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- Participates in several departmental sales contests per year in support of sales referral goals.
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- Maintains a sense of urgency when handling phone inquiries and client follow up.
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- Completes all self-education assignments in a timely manner.
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- Utilizes non-phone time to review e-mail, read articles, and access resources to enhance job knowledge.
Requirements
- High school diploma or equivalent is required.
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- Exceptional customer service skills and excellent interpersonal and communication skills are required.
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- Proficient computer skills and ability to learn company utilized systems are required.
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- Ability to work day, evening, and weekend hours, with possible shift changes, is required.
Nice-to-haves
Benefits
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