Customer Service Telephone Representative

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 Includes the following: Other duties may be assigned.

Employee is responsible to understand and comply with regulatory requirements for financial transactions, most specifically Bank Secrecy Act (BSA) and Customer Identification Program (CIP) as it relates to specific job functions.

Exhibits superior customer service as an Austin Bank team member.   Demonstrates high quality relationship building techniques to ensure the customer receives the best possible solution to his banking and financial needs.  Helps promote a loyal relationship between the customer and Austin bank.

Participates in developing a teamwork atmosphere with co-workers as part of department/branch location by attending meetings, participating in discussions, treating co-workers with respect and courtesy, and contributing to departmental goals.

Has a responsibility to stay abreast of company communications by reading publications, announcements and company e-mails, etc.   Takes advantage of appropriate communication channels regarding bank related business matters.   

Develop personal skills and capabilities through on-going training, as provided by the company or elsewhere subject to Company approval.

Uphold and safeguard the organizations values particularly relating to ethics, integrity, and confidentiality both internally and externally.

Greets customers and provides superior customer service.

Cooperates with fellow workers and supervisors to provide superior customer service to the Bank’s customers and employees.

Provides information to callers about Austin Bank products and services, including but not limited to deposit products, loan products and electronic banking products. Sells or cross-sells as the opportunity arises.

Utilizes definitive questions to accurately and rapidly determine the true needs of the caller and either provides the requested information, resolves the issue or determines the specific employee or department that must be contacted to properly address the customer’s request or issue.

Uses acquired knowledge, product and services guides and other reference materials to assist in properly providing information and services to callers.

Possesses the knowledge, or ability to rapidly acquire such knowledge, to utilize the Bank’s hardware and software systems to access the information or perform the research and/or maintenance to properly service the Bank’s customer base. Uses professionalism, courtesy and tact to work with the Bank’s employees and customers, even potentially irate customers, striving to resolve the immediate issue and ensuring the customer’s confidence in Austin Bank, if at all possible. Maintains confidentiality at all times.

Reports to work regularly and promptly.

Enhances professional growth and development through participation in educational programs, current literature, and in-service meetings, etc.

Maintains established department and Bank policies, procedures and objectives and quality assurance.