Customer Service Specialist

This position provides unequaled personal service to customers in accordance with established policies, procedures, and on the job training, primarily by voice (phone) interactions, with accuracy and efficiency. This role strives to exceed our customers' expectations with strong problem-solving skills, effective multitasking through computer systems and ownership of customer issues.

Responsibilities

• Answer and reply to all communication in a customer paced, accurate, and courteous manner, primarily by voice (phone), messaging, and email.
• Be an effective problem solver while researching and investigating requests as needed in accordance with established policies and procedures.
• Multitask through multiple computer systems while maintaining a solution-based mindset and customer focus.
• Work effectively with other departments as necessary for customer inquiry/problem resolution.
• Communicate service issues in a timely manner to Customer Service Center Leadership for resolution.
• Meet or exceed all performance goals as outlined for the position.
• Review and maintain knowledge of regular bank communications.
• Maintain knowledge of functions within appropriate skill level required for quality service.
• Maintain knowledge of all products and services offered by Bell Bank, and other general bank information required for assisting customers with questions.
• Follow established policies and procedures, accurately and efficiently to meet team quality standards.
• Verbalize and demonstrate knowledge of procedures for maintaining security, confidentiality, and integrity of employee and customer information.

Bell Bank Culture, Policy and Accountability Standards

• Know and live Bell Bank’s values, bottom line, customer service standards, Golden Rules, and LOCBUTN by building personal connections with customers and employees and using their names as often as possible.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Code of Conduct, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Education, Experience, and Other Expectations

• H.S. Diploma or General Education Degree (GED)
• 0-2 years of relevant experience.
• Experience in banking preferred.
• Work flexible hours to support the department needs to include evenings and weekends, if necessary.

Knowledge, Skills, and Abilities

• Knowledge of personal computers and related software programs including, but not limited to Microsoft Office and the most common internet browsers, and ability to effectively use them.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Ability to effectively handle conflict and work under pressure.
• Ability to listen, evaluate and exercise independent judgment.