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PT Customer Service Center Representative

Are you a positive, high energy team player? Do you pride yourself in building relationships and serving customers? If so, apply today and help us Make Landmarks!

Named one of the ‘Top 10 Midsized Banks’ by American Banker magazine for the past four years,
Landmark Bank offers great opportunity for career growth and a work environment known for its learning culture, teamwork, respect for others and rewards for high performance. An emphasis on professional development helps our people – and our banks – grow and excel, as we strive to best serve our customers by supporting our employees in their knowledge and customer service. Extraordinary people compose an extraordinary company.

Landmark Bank is a leader in innovative technology by providing cutting-edge banking options for our customers now and in the future. Our Customer Service Representatives play a pivotal role in delivering an exceptional banking experience!

Learn more about Landmark Bank’s culture via the following link!

Essential Functions. 
  • Provide seamless delivery of service, and/or fulfillment requests by answering calls in a prompt and courteous manner according to bank policies and procedures and scripts, as appropriate.
  • Answer inquiries from customers, other bankers and the public, researching as required to ensure customer satisfaction. 
  • Assist customers with account transactions, as requested. Make sound decisions affecting the status of customers’ accounts based on available information and established procedures. 
  • Resolve customer account problems by obtaining and/or verifying information using online systems. Follow appropriate procedures to reach a resolution. 
  • Develop and maintain a working knowledge of all bank products and services to provide the best possible customer service, using cross selling where appropriate. 
  • Develop and maintain a working knowledge of the bank’s operating procedures and all work-related systems for the Customer Service Center to ensure monetary and non-monetary transactions are processed in a timely and accurate manner.
  • Develop and maintain current knowledge of supporting operational departments to aid in the research and problem resolution process. Seek assistance as needed to resolve complex customer issues.
  • Display STARS standards in all interactions.
 
Additional Responsibilities:
  • Ensure adequate security is maintained by being alert to surroundings and understanding and following security procedures.
  • Continually learn and grow while motivating new agents by example in a constantly changing environment.
  • Place outbound calls as needed to inform customers of changes or to request action.
  • Maintain a professional and clean personal work area.
  
This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required.

Education, Experience, Competencies and Skills:
Required:
  • High school diploma or equivalent
  • Organizational skills.
  • Strong communication skills including electronic, verbal, written, listening and negotiating.
  • Pleasant vocal tone and inflection. Ability to project a courteous, friendly, outgoing personality on the phone.
  • Working knowledge of Windows operating system, internet communications and computer keyboarding.
  • Ability to project a courteous, friendly, outgoing personality on the phone.
  • Ability to operate a multi-line phone system.
  • Ability to perform basic mathematical calculations
  • Ability to establish and maintain effective working relationships with customers and fellow bankers.
  • Ability to calmly handle stressful situations.
  • Ability to read and learn written procedures and policies and the ability to apply those policies and procedures to situations and arrive at acceptable decisions.
  • Ability to handle customer inquiries quickly and efficiently under pressure.
  • Ability to maintain composure and professionalism while working with the public.
  • Ability to work with deadlines and time pressure.
  • Ability to work with highly sensitive information in a confidential and professional manner.
  • Ability to work independently, interpret customer questions as part of problem resolution, ability to navigate multiple ancillary systems, and ensure customers are always the first priority regardless of other demands.
 
Preferred:
  • One-year financial institution experience.
  • One year of customer service or sales experience.
  • Previous work experience in telephone sales position.

Equipment Used: Network PC, telephone with ACD, fax machine, copy machine, adding machine and calculator.

Physical Effort and Working Conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical and Visual Requirements:
  • Ability to work seated, using a computer for extended periods of time.
  • Ability to work flexible schedule, including Saturday and Sunday hours.
  • Ability to view computer screen close to eyes.

Working Conditions:
Normal office environment for a majority of job functions. High volume telephone traffic with various seasonal peaks. Some evening, Saturday, and Sunday shifts required.

Location: Infrequent local travel.

This document does not create an employment contract. Employees are employed on an “at will” basis and may be terminated at any time.

Landmark Bank is an Affirmative Action EEO employer and provides opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Landmark Bank will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business.

EOE AA M/F/VET/DISABILITY