Customer Contact Center Part Time

The preferred hours for this position are weekdays 1:00 pm to 7:00 pm and weekends 9:00 am to 3:00 pm.

 

JOB TITLE: Customer Contact Specialist   DEPARTMENT: Customer Contact Center

 

GRADE LEVEL: N7     REPORTS TO: Customer Contact Center Manager

 

 

JOB SUMMARY:

 

The position of Customer Contact Center Specialist is responsible for responding to all customer contacts, be it via the telephone, e-mail, Internet, fax, etc. in a professional manner using excellent customer service skills.  The CCC Specialist is responsible to cross-sell, up-sell, or sell whenever the opportunity arises to keep in accordance with goals established in Beneficial’s strategic plan.

 

ESSENTIAL FUNCTIONS:

 Responds to all incoming customer contacts for requests, sales or complaints in a professional, timely manner for products and services such as:Deposit Accounts (Checking, Savings, Money Markets, etc.)Certificates Of DepositPensions (IRA, etc.)Loans (Automobile, Personal, Home Equity, Credit Lines, etc.)MortgagesATM CardsACH / Direct DepositDirectLink Internet Banking and Internet Bill PaymentAssures that all customers receive service, which is prompt, friendly, courteous, accurate, and helpful.Maintains open communication lines with other Bank departments and branches through verbal and written methods to ensure the highest levels of customer service.Institutes the proper procedures to resolve complaints or fulfill requests, refers to appropriate Bank personnel, if applicable.Sells and informs customers of new products, programs, services, and attempts to up-sell or recommend substitutes, if applicable.Accurately maintains own reports and records.Coordinates any customer-generated activity within the Customer Contact CenterAccurately maintains established records and computer logs to ensure prompt and efficient handling of new business and the servicing of existing business.Researches customer requests through specialized programs like Uses Microsoft Word, Excel and Outlook to prepare correspondence and other documentation for customers, such as loan payoff letters, lien release letters, check re-orders, check stop payments, ACH stop payments, ATM card re-orders, etc.Uses Microsoft Internet Explorer to research information for customers for services.Gathers and consolidates information to complete all reports requested by the Supervisor.Assumes responsibility to assure fulfillment is completed daily.Is responsible for the attainment of goals as established by the Customer Contact Center Manager.

 

 

ADDITIONAL RESPONSIBILITIES:

 

Performs related work as required or as delegated by superiors.

 

 

KNOWLEDGE, SKILLS, AND ABILITIES:

 Knowledge of computer systems, especially Dimension Bankway.Must be able to follow instructions from immediate Supervisor.Position demands a person with an outgoing and pleasant personality with excellent verbal and written communication skills.Must be able to converse with customers in a friendly manner and answer complex banking questions (interest calculation methods, APY, consumer and mortgage rates, availability of funds, early withdrawal penalties, etc.)Maintain neat and orderly work area and ensure that all confidential records are properly secured.Maintain confidentiality of customer information.

  7.  Position demands highly organized individual.

 

JOB REQUIREMENTS:

 Two years of college or two years of experience with the Bank or equivalent experience in a customer contact environment.Personal computer proficiency.Excellent communication and organizational skills.