Customer Relations Specialist bei Solvay Bank

Position Title:                                                                                     Reports To:

Customer Relations Specialist                                                            Lead Customer Relations Specialist

Position Summary: 

Provides quality service by telephone or electronic communication to bank customers in an efficient and professional manner and adheres to Bank defined Client Service Standards. Inspires new business, while also cross selling when appropriate on inbound calls.  

Essential Duties and Responsibilities:

• Fosters a positive and professional customer service experience during all interactions with customers and co-workers.
• Researches and resolves customer inquiries in a timely manner to ensure customer satisfaction.  Maintains “ownership” of the inquiry until adequately resolved.
• Responds to First base inquires in a timely fashion and follows up with co-workers associated with the customer inquiry.
• Maintains knowledge of products and services and is able to cross sell them to our customers. They include but are not limited to, Business Online Banking, ACH, Merchant Services, iBank, Positive Pay, Deposit Accounts, Certificates of Deposit, Insurance, Mortgages, Trust and Investment Services, Consumer Loan Products, and other retail products that are supported by the Customer Relations Department.  

• Responds to customer inquiries regarding bank products and services, Personal Online Banking, Business Online Banking, and reset passwords as needed.
• Answers customer questions, researches account problems and generates changes to accounts as needed. 

• Performs assigned daily departmental functions and acts as a backup as needed.
• Assist with special projects as needed.
• Maintain a high degree of confidentiality regarding customer accounts.

Qualifications:

• Knowledge of banking products, policies, and regulations.
• Strong interpersonal and communication (oral and written) skills.
• Ability to cultivate and sustain strong customer relationships. 
• Understands Solvay Bank Work Values and visibly exhibits these values in daily approach to work and work relationships.

Experience and Education:

• 2 or more years of banking experience in a customer service/sales role. 
• Demonstrated success in problem resolution and cross sell ability. 
• Demonstrated knowledge of retail products, loan products, and services. 

Skills and Attributes:

• Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to customer inquiries.
• Written / Electronic Communication - Communicates effectively both verbal and written as appropriate for the needs of the audience.
• Verbal Communication – Conveys information respectfully and intelligently by verbally communicating information and ideas so that others understand.
• Motivation – Is self-motivated and has the ability to develop successful relationships with customers and co-workers. 
• Creativity and Innovation – Develops new and original ideas that foster growth and efficiency within retail banking and the customer care arena.
• Dedication and Involvement – Is involved with the Solvay Bank Community and Staff.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. 

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, sit, and climb stairs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The noise level in the work environment is moderate.