CALL CENTER - INBOUND SALES

Location: Grand Rapids
Posted on: May 7, 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