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CALL CENTER - INBOUND SALES

Location: Grand Rapids
Posted on: January 14, 2021

Job Description:

Schedule: Monday-Friday 11:30 am - 8:00 pm and Saturday 8:30 am - 5:00 pm


GENERAL FUNCTION: A customer service position with a primary focus on solution based referring through the promotion of deposits, fee-based services and the retention of customers. Responsible for referring a full range of banking products and services to existing customers while providing specialized customer care via inbound customer calls.




ESSENTIAL DUTIES & RESPONSIBILITIES:


* Will focus on solutions based referring less than 50% of time.


* Provides excellent customer service while meeting assigned goals through offering of applicable products and services.


* Maintains assigned goals while cross selling and referring additional products and services.


* Provides accurate information to the customer. Explain products and policies so the customer in a clear, concise manner.


* Handles some complex calls in areas of expertise. May handle escalated calls from less experienced Customer Service Professionals.


* Takes every step possible to answer the customerÆs question or solve the problem during the call, without transferring the customer to another employee or department. When follow-up is required, doing so within the timeframe committed to the customer.


* Follows departmental policies and procedures, particularly in regards to customer confidentiality.


* Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.


* Educates the customer about Bank products and services and offers solutions to address customerÆs immediate or future needs.


* Suggest improvements and changes to processes and policies to improve productivity or customer experience.


* Continually learning and developing knowledge of Bank products and services.


* Meets departmental productivity and Customer experience goals.


* Responsible for providing effective leadership and support to entry level Service to Solutions professionals.


* Works closely with other departments in issue resolution.


* Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.


* Uses computerized system for tracking, information gathering, and/or troubleshooting.


* Perform all other duties as assigned.




SUPERVISORY RESPONSIBILITIES: None.

Keywords: , Grand Rapids , CALL CENTER - INBOUND SALES, PR / Public Relations , Grand Rapids, Michigan

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