CALL CENTER - INBOUND SALES
Location: Grand Rapids
Posted on: January 14, 2021
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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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