Retail Contact Support

Description

CORE VALUES: Park State Bank’s Core values are GROWTH, TEAMWORK, RESPONSIVE, TRANSPARENT, And INNOVATIVE. We endeavor to live by these values in all that we do!

MISSION: The mission of Park State Bank is to deliver exceptional client service, strategic banking solutions and a community-friendly experience.

POSITION SUMMARY: Responsible for providing outstanding customer service to clients by effectively responding to multiple client communication channels, including incoming phone calls, email, website forms and online conversations. Assists clients with account needs and provides customer service. Provides information about the consumer and mortgage loans and other bank products and services. May include routine teller duties. Willingly rotates between locations, as needed.

PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES:

1. Makes banking easy and delivers high performance by providing immediate response to clients and bank employees, and addresses questions and/or issues that are encountered.
2. Responsible for resolving customer questions, complaints and requests via the telephone, e-mail, and online, adhering to internal policies and procedures and utilizing working knowledge of the organization’s products and limitations to meet department productivity and quality standards.
3. Explain, promote, and aid customers in enrolling in self-service products including Telephone Banking, Debit Cards, Online Banking, Bill Payment, Mobile Banking and Mobile Deposit. May include approving Mobile Banking Transactions and monitoring for fraud.
4. Investigates and resolves or reports client problems. Identifies and escalates difficult client situations to the appropriate party.
5. Provides quality, personalized service to ensure customer satisfaction and retention. Interacts with clients to identify their needs. Cross sells and/or refers Bank products and services to clients. Develops new client relationships from referrals and makes referrals to Commercial Bankers and Mortgage Bankers as appropriate.
6. Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.

SECONDARY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Other duties as may be assigned.

COMPETENCIES:

• Customer Orientation
• Results Orientation
• Integrity
• Initiative
• Team Player

OTHER SKILLS AND ABILITIES

• Strong communication skills
• Customer service focused
• Maintain confidentiality of customer information
• Resourceful, well organized and ability to multitask
• Effective problem-solving and decision-making skills
• Strong attention to detail

PERFORMANCE MEASURES:

• Meets or exceeds annual goals as pre-established by immediate supervisor
• Balances efficiently and accurately
• Maintains confidentiality of customer account information
• Follows established policies and procedures in responding to inquiries and requests
• Willingly participates in bank training, including sales and service training
• In compliance with all regulations related to job duties
• Effectiveness of communications and development of good working relationships with co-workers and customers

WORKING CONDITIONS:

Will need to be able to handle stressful situations and function in a very fast-paced environment while remaining calm and precise. Must have excellent interpersonal and organizational skills and enjoy working with the public. Will need to communicate in a clear, concise, and pleasant manner.

May, on occasion, have to work longer hours than scheduled.

Must be able to meet deadlines, multi-task and adjust priorities as necessary. Must possess strong organizational, analytical, communication, and interpersonal skills, including the ability to work with all levels of management and the Bank’s vendors. Must be a self-starter who challenges existing processes and can identify and implement efficiencies and cost-saving solutions. Will have access to and knowledge of all employees’ accounts, customer information, and the bank’s finances, so the ability to keep information confidential is extremely important.

The employee will be working in an indoor office setting in a light work situation (exerting up to 20 lbs. of force frequently, and/or a negligible amount of force constantly to move objects). Must be able to remain in a stationary position 50% of the time and be able to occasionally move about inside the office to access file cabinets, office machinery, etc. Consta