Essential Duties
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Answer incoming calls in queue or from transferred calls from internal bank employees regarding customer problems or inquiries on account issues, including but not limited to: balances, NSF, fees, stop payments, returns, over draft, debit cards, online banking, mobile banking products, loan payments and processes, new and closing of accounts, maintenance of accounts.
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Understand all City Bank systems and programs used on daily basis for CXC.
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Confidential information on customers is kept in secure place or if ready for discard then placed in the document bend to be destroyed.
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Take initiative for ongoing training offered by City Bank.
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Take initiative to understand products and make quality C/X referrals.
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Customer service is priority; use proper phrases, courteous, friendly and pleasing tones.
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Calls are recorded and randomly pulled weekly for quality measure following a score sheet and used for training and for personal reward and recognition.
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Log each call into Synapsys.
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Clearly listen and understand the customer or other CXR's needs, seek help for correct answer through our intranet, manager, upper management or help desk.
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Listen to own calls to increase quality calls.
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Be a team player, lead by example, adapt to change, participate in team meetings, be supportive in upper management suggestions for the betterment of the department.
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May be asked to be cross trained for the PBX.
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Escalations to either CXR specialist, CXR team led or CXR manager.
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CXR's are reviewed after the first 90 days, at year and any time a problem should arise. Calls may be reviewed daily.
Equal Opportunity Employer/Veterans/Disabled
Skills Required
- Prior banking experience
- Attention to detail
- High level customer service and call-handling skills
- Maintain confidentiality when handling sensitive customer information
- Ability to problem-solve quickly
- Ability to use and log calls into Synapsys
- Familiarity with online banking, mobile banking, debit cards, loan payments, disputes and fraud processes
- Punctuality and availability for assigned shifts including rotating Saturdays (hours 8-5 or 9-6)
- Willingness to have calls recorded and to review calls for quality
- Follow bank policies and escalate issues to manager or help desk as needed
- Willingness to be cross-trained on PBX and other internal systems
What We Do
City Bank is a Member FDIC financial institution focused on delivering a high-quality banking experience. The company cultivates a professional environment that fosters innovation, community involvement, and leadership. Driven by a goal to create satisfying outcomes for its customers, City Bank maintains a people-first culture and offers a comprehensive benefits package designed to support the physical, emotional, financial, and social well-being of its employees.
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