STATE BANK OF SOUTHERN UTAH Customer Service Representative in CEDAR CITY, Utah
Description The best Customer Service Representatives (CSR's) are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. CSR's can put themselves in their customers' shoes and advocate for them when necessary. Problem-solving comes naturally to CSR's. They are confident at troubleshooting and investigate if they don't have enough information to resolve the problem. Resolve Problems Day to day, Bank CSR's are working on resolving issues for bank customers via phone, chat and email. If a customer's credit card was stolen, then the Bank Customer Service Representatives will be the one to cancel the card and provide the customer with a new card. If a customer has a strange fee, CSR's will work to explain the fee to the customer or find a satisfactory resolution. CSR's are constantly working to find solutions to customer problems. Provide Operational Support If a customer is looking to use online or mobile banking, or wants to try out a new service, CSR's are there to provide them with information and step by step instructions for using the service. Recommend Bank Products CSR's work to inform and suggest new banking products and services that would be beneficial to our customers. A CSR's goal is to provide customers with an enhanced banking experience. Key Responsibilities: Independently handle routine and more complex customer and employee inquiries with a goal of first point of contact resolution and limited escalation. Maintain a high level of knowledge regarding State Bank of Southern Utah Banking products, technology-computer skills and marketing-promos Answer inbound calls in a timely and efficient manner. Follow up with customers as necessary to ensure their problem is resolved Assist customers with routine account-related requests such as: funds transfers, automatic funds transfers (AFTs), stop payments, inquiries about bank deposit products and service charges, inquiries about ATM and debit card usage and limits, inquiries about checking and savings accounts transactions, inquiries about funds availability, online-mobile banking support, and check verification requests by third parties. Research customer questions regarding electronic funds transfers and initiate “Reg E” disputes when appropriate, including the completion of all necessary documents and affidavits. Minimum Qualifications: Minimum of a High School diploma or equivalent Two years of related experience Strong phone customer service skills Active listening and problem resolution skills Ability to gain and retain an in depth knowledge of banking products Intermediate computer skills Preferred Skills: Experience in a call center environment Experience in a financial institution Associates degree or its equivalent *The Customer Service Center is currently being implemented from the ground up. The hours of this center will be 8am to 8pm, Monday through Saturday. Shifts will be 8 hours within the operating hours up to 40 hours per week.