Job Details
The Solutions Center at Athol Savings Bank is a hybrid contact center responsible for all customer interaction via telephone and digital channels, administrative functions of Digital Banking platforms and the maintenance and implementation of digital products and services. Under the direction of the VP Digital Banking, the Solutions Representative provides the highest level of customer service, performs various administrative tasks and takes an active role in digital banking products and services initiatives, in conformance with established Bank policies and procedures.
Primary Responsibilities:
- Provide complete range of retail and digital banking support to internal and external customers through telephone and digital channels, including but not limited to secure message, chat and ITM.
- Strive to provide first-contact problem solution, while minimizing escalations and appropriately reporting suspicious activities.
- Assist customers with setup, maintenance and troubleshooting of digital banking portal access and all ancillary services including bill payment, eStatements, mobile banking, text banking, mobile deposits and transfers.
- Ability to identify and utilize all resources available (internal and external) in order to achieve solutions for every interaction.
- Strengthen customer relationships and uncover needs though state-of-the-art, multichannel communication and engaging in customer centric cross-selling, up-selling and referrals.
- Monitor and handle general public inbound communication such as unsecure email and chat.
- Execute outgoing communication efforts, as needed.
- Responsible for meeting and exceeding department and individual sales and KPI goals.
- Perform various operational tasks such as regular reporting for digital platforms, system maintenance and office administrative activities.
- Participate in implementation and verification efforts of new services and website updates.
- Promote and contribute to a healthy work environment, memorable customer service and impactful Bank image by upholding courteous, respectful and effective interactions, teamwork, communication with employees and customers to enhance positive behaviors and employee satisfaction.
- Uphold Athol Savings Bank s privacy and security standards.
- Keeps current on Bank s policies and procedures, products and services, in addition to developments within the banking industry to assure regulatory compliance. Attends meetings, seminars and learning programs as required.
Competencies: - Embraces ASB s values and the role of ambassador of such values in all functions.
- Willingness to be part of a teamwork environment and collective approach to innovation and problem solving.
- Enthusiastic about serving others.
- Actively seeks to meet internal and external customers needs in a manner that provides satisfaction for the customer while balancing Athol Savings Bank s business objectives.
- Demonstrated attention to detail, organizational skills and commitment to accuracy and diligence.
- Excellent time-management skills and ability to handle competing priorities.
- Functions effectively when under pressure and/or experiencing rapidly changing or uncertain conditions and maintains self-control.
- Adaptable to changes in processes and technology with minimal disruption in productivity and supports organization change needed to improve the organization s effectiveness.
- Ability to adjust behavioral style or method of approach when necessary.
- Ability to generate and recommend fresh and valuable ideas and use them to develop new or improved processes, methods, and systems.
- Effectively conveys and receives information, thoughts, and ideas in verbal and written form.
- Understands how the job contributes to the accomplishment of organizational goals.
- Demonstrates concern for achieving or surpassing results against an internal and external standard of excellence. Takes responsibility and ownership for decisions and actions. Accountable for both how and what is accomplished.
- Demonstrates the job specific knowledge to provide the appropriate quantity and quality of work in a timely and efficient manner.
- Eagerly pursues the opportunity for learning with a focus on development opportunities, taking an active role in development activities provided by the Bank and otherwise.
Education and/or Experience: High school diploma or equivalent in coursework, training or experience. A minimum of two years of experience in banking, retail environment and/or contact center as well as demonstrated customer service, problem solving and organizational skills. Ability to utilize various types of office equipment, including hand held technology devices. Superior verbal/written communication skills and proficient in MS software skills as well as bank-related software. Must exercise tact, confidentiality and judgment.