Customer Engagement Generalist

Role Overview

• Receives and fields all incoming calls
• Strives to connect with customers in an effort to resolve the customer’s questions or concerns in an accurate and efficient manner
• Researches and resolves customer inquiries at the point of inquiry
• Proficient in the use of the Microsoft suite of products, Internet Based Applications, and internal Reports Databases
• Evaluates customer needs through the use of open questions
• Participates in sales, service and product training meetings
• Committed to gaining knowledge, skills and experience on an ongoing basis in order to better serve the customer, and increase in personal satisfaction in position
• Follows policies and procedures related to retail banking areas
• Possesses a broad knowledge base of different deposit or loans related topics including but not limited to overdraft, ownership of accounts, titling of accounts, check card procedures, rates and routine customer service issues
• Also should have knowledge of varying rates, fees and regulatory information.

Requirements

• 2+ years of banking experience preferred
• 1+ year of retail delivery or sales experience preferred
• Desire and willingness to work in a collaborative, flexible and team oriented work environment
• Strong verbal and written communication skills are crucial
• Strong aptitude for assisting customers successfully via telephone and other digital communication methods
• Flexible schedule and hours to accommodate the team's business needs
• High School Diploma or equivalent required
• Knowledge of all retail products and services
• Above average computer and keyboard skills.
• Ability to handle multiple priorities in a fast-paced department.

Benefits

• Hybrid
• remote and in-office requirements
• Must comply with the bank's Remote worker guidelines and technical specifications for connectivity and dedicated workspace.