Electronic Customer Service Representative

Description Cornerstone Bank was formed in 2017, born of a long history of supporting the community, and providing a strong foundation to help people and businesses thrive. Serving Worcester County, Cornerstone Bank's local presence and community-based banking model enables a unique ability to deliver outstanding service, with a personal touch. Cornerstone provides the highest level of service and expertise for individuals, businesses, and community organizations with branch locations throughout Central Massachusetts. Cornerstone Bank is committed to providing a collaborative workplace where innovation, teamwork, accountability, and excellence are recognized and where employees are encouraged to broaden their skills, seek opportunities for professional development, serve their community, and provide outstanding customer service with each encounter. Being a part of the Cornerstone team has many great benefits and perks. This includes a competitive pay, a generous student-loan paydown program, comprehensive benefit package including, medical, dental, vision insurance and even pet insurance! We offer a 401(k) plan with an employer contribution and match, success-sharing bonuses, paid time off and more! If you are looking to join a team that is committed to your ongoing professional growth and development, we are looking forward to speaking to you! We are currently looking for an Electronic Customer Service Representative to join our team. The Electronic Customer Service Representative will promote excellent customer relations using a variety of channels including telephone, email, Chat and written correspondences. They will have substantial knowledge of Cornerstone Bank's digital products and services and will be able to effectively present Cornerstone Bank's products and services and assist customers with finding solutions that fit their needs. They will be expected to participate in the sales goals of the Bank. Responsibilities and Accountabilities * Monitor, report, and process daily digital banking applications such as online account opening, mobile app usage, bill payments, mobile deposits, ATM balancing etc. * Responsible for processing all electronic deposits, transfers, withdrawals, loan payments and close out requests within the Bank's guidelines * Reviews and decisions transaction items for accuracy and places appropriate holds or returns items when necessary * Maintains electronic customer communication and outreach efforts thorough email, Chat, and other CRM tools * Responsible for incoming emails or Chat from customers needing assistance with existing accounts, products/services information, and new account opening * Handles questions and product inquiries from customers; recommends appropriate products and places orders for customer * Enhances customer relationships through engagement/dialoged and appropriate product/service referrals * Handles complaints and other customer requests; welcomes customers to Cornerstone Bank's website, products, and services * Perform risk assessment of electronic channels including, but not limited to remote deposit capture, online banking ACH origination, and debit card transactions * Processes and maintains system reports across all electronic channels * Provides technical support for online banking and mobile banking. This includes password resets, online banking registration issues, Bill Pay issues and processing of checks deposited remotely. * Has a broad understanding of, and able to, articulate and answer questions about, Cornerstone Bank's products and services. Identifies and actively follows up on customer sales opportunities in line with established targets * Supports daily functions of Customer Information Center when needed * Assumes additional responsibilities as requested including projects, customer servicing, or sales when necessary. Requirements Qualifications * Excellent customer service skills * Basic math skills * Possesses professional communication ability including active listening and customer service skills * Must be articulate, speaks English fluently and uses proper diction and grammar; is able to, enunciate clearly and pace his/her conversation with that of the customer, at all times * Proficient at maintaining dialog with customer while simultaneously processing information and documenting customer responses using a computerized scripting, order entry and reference system * Strong interpersonal skills and ability to assist customers under circumstances requiring empathy and diplomacy * Strong verbal and written communication skills * High level of interpersonal skills to handle sensitive and confidential situations and documentation * Skilled at researching complex issues using online computer reference systems, web-based systems, and printed documents * Proficient using Microsoft Word, Excel, Outlook, and the Internet * Ability to use office equipment, including fax, copier, computer, tablet, and smartphone * Strong organizational skills, ability to multi-task and prioritize * Attention to detail with high degree of accuracy * Flexibility to work extended nights and or weekends on a periodic basis Education/Training/Experience * High School Diploma or equivalent * Two years' experience as a Customer Information Rep or related customer service experience; includes one-year Teller experience preferred INDEPENDENT ACTION Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required. NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job. Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Created: 2024-11-05