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Customer Service Center Representative
1st Source
South Bend, IN, United States
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About Us
1st Source Bank is the largest locally controlled financial institution headquartered in the northern Indiana-southwestern Michigan area. 1st Source operates more than 80 banking centers in 17 counties, 22 1st Source Bank Specialty Finance Group locations nationwide, nine Trust and Wealth Management locations and eight 1st Source Insurance offices. We deliver a comprehensive range of banking services along with highly personalized attention to our clients, individuals, businesses and communities. Our mission is to help our clients achieve security, build wealth and realize their dreams.
Come work for an organization that consistently receives awards as the Favorite Bank in the area – whether it’s in Indiana or Southwestern Michigan. We are a top rated bank and have been recognized for our integrity and the exceptional services we provide to our clients. 1st Source has also been recognized for our strong workplace environment that values its employees and our positive work culture that includes respect, communication, opportunity and being part of a team.
We base employment on an individual's values, personality, experience, skills, and talents. We value our colleagues and treat each with honesty, dignity and respect. We are committed to creating a diverse team of professionals whose strengths improve our ability to serve our customers.
Position Summary
To provide quality service to clients via telephone, responding to both internal and external customers, and assist in customer needs and problem resolution.
Essential Requirements
• Accurately responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact.
• Assist Customer Service Center management team to evaluate the current approach to resolving client online banking, text banking, and VRU accessibility issues.
• Make recommendations, based on IT training and experience, on improving current solutions and/or developing a program that will provide a consistent application of troubleshooting of technology issues.
• Responsible for servicing existing and potential customers via telephone inquiries.
• Ability to listen carefully, probe for additional details, and ask targeted questions to gather information.
• Exceeds customer expectations through the superior, consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships.
• Learns and maintains a vast amount of knowledge pertaining to products, procedures, and policies. Uses knowledge to make effective recommendations to customers to resolve initial and additional needs.
• Provides efficient and responsive customer service to customers by maintaining an acceptable level of productivity as measured through established metrics, which includes (but are not limited to) schedule adherence, availability, and attendance.
• Effectively works individually and in a team environment.
• Develops customer rapport and discovers customer needs.
• Completes compliance training as required.
• Understands all laws and regulations that apply to the position and complies with the requirements.
• Uses various computer systems for information gathering and/or trouble-shooting as needed.
• Performs all other duties as assigned
Experience/Skills
• One (1) or more years of previous banking experience preferred.
• High School Diploma/GED required.
• Ability to work in a team atmosphere.
• Excellent communication skills, within an environment of heavy phone-based interaction.
• Strong problem-solving skills.
• Strong organizational and time management skills to perform multiple tasks within a limited time frame.
• Ability to treat people with respect under all circumstances, instills trust in others, and upholds the values of the organization.
• Bilingual speaking (English/Spanish) preferred.
• Computer skills (Word and Excel); ability to navigate through various software and systems.
• Minimal or occasional travel for meetings, projects or training as needed.
Center hours are Monday through Friday 8 a.m. to 8 p.m. and on Saturdays 9 a.m. to 1 p.m. Must be available to work a flexible schedule.
Travel Requirements
• Minimal or occasional travel for meetings, projects or training as needed.
Equal Opportunity Employer - M/F/Disability/Veteran