Requisition Number 19-0720 Post Date 6/10/2019 Title Customer Service Agent I City Monroe State MI Description
Position Goals:
Provide telephone customer service for all customers of the company.
Direct Management Received:
Assistant Manager or Manager, Customer Service
Direct Management Exercised:
None
Essential Duties and Responsibilities:
•Answer customer questions regarding deposit products, time deposits, loans, ATM/debit card transactions, Online Banking, IVR, etc. communicating in a clear and concise manner. Demonstrate ability to listen and "hear" the customer's concern so that the appropriate response is given using effective listening and negotiation skills.
•Handle high volume of calls in a sometimes stressful, fast paced environment using your excellent PC skills, typing skills and knowledge of PC applications with ability to work with multiple screens and interfaces.
•Resolve customer requests and issues, involving: initiate and send research requests, transfer telephone calls to appropriate department or individual, initiate stop payments and enter in system, support ATM/debit card updates, initiate transfer requests, update customer contact information either via online or through paper request, initiate Reg E disputes, etc.
•Position requires extensive use of computer making ability to sit in one place for long periods of time crucial. Must use excellent verbal communications skills, including the ability to express complex concepts clearly and concisely using proper grammar while at times handling more difficult or irate customers professionally and calmly.
•Support marketing initiatives as needed, perform mathematical calculations, and demonstrate product knowledge.
•Cross-sell bank products when appropriate during customer calls, may involve referring customer to other departments/division (loan, Private Wealth, FMIS, etc.).
Knowledge, Skills and Abilities:
In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Work/Life Balance, Composure & Patience, Drive for Results, Self Development & Knowledge, Dealing with Change, Decision Quality, and Informing.
Competencies:
Communication
(Verbal Communication and Written Communication)
•Listens, shows interest
•Demonstrates appropriate non-verbal skills and clarifies with questions and paraphrases
•Informs, encourages the exchange, access and sharing of information
•Modifies communication style appropriately
•Is able to write clearly and succinctly to get messages across to the intended receiver for the desired effect
Functional/Technical Skills
•Understands processes and procedures necessary to successfully perform tasks
•Possesses the technical and computer skills required in the position
•Demonstrates the ability to learn rapidly and adapt quickly to new processes and technology
Managing Time & Priorities
•Uses his/her time effectively and efficiently
•Focuses efforts on important priorities
•Accomplishes more tasks and assignments in less time
•Can attend to several priorities at a time
•Eliminates roadblocks and stays focused
•Plans daily tasks so important work is accomplished
•Uses workplace tools, technology or personal methods to keep track of priorities and assignments
•Prioritizes and works on multiple tasks effectively while maintaining high quality work results
Working Relationships
(Boss Relationships and Peer Relationships)
•Works well in cooperation with others for the benefit of the company
•Receives and carries out instruction in a positive manner
•Responds well to constructive critique from manager and peers
•Remains open to learning and coaching
•Viewed as a team player by being cooperative and collaborative
Problem Solving
•Uses logic, analysis and methods to solve problems and offers useful solutions appropriate for the situation at hand
•Looks beyond the obvious to find more than one option for the solution
Dealing with Difficult Situations
•Is flexible and adaptable when facing tough calls
•Can act differently depending on the situations
•Is seen as balanced despite conflicting demands of the situation Location Monroe Downtown Work Hours FT M-T (8:00-4:30), F(8:00-6:00) Sat. (rotation) Requirements
Position Requirements:
Education - High School diploma or equivalent (GED).
Experience -Over one (1) year of related customer service experience.
Other - None.
Preferred Requirements:
None.
•Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
•Please view Equal Employment Opportunity Posters provided by OFCCP here.
•The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
First Merchants Bank is an Equal Opportunity Employer and E-Verify participant (M/F/D/V).
