Customer eXperience Center Representative/Specialist (2 positions available)

The Dime Bank Honesdale PA; Honesdale (Wayne County); On-site; USD 38,000 - 64,000; Full time

Job summary

The Dime Bank in Honesdale, PA is seeking a Customer Experience Specialist to deliver excellent service by phone and digital channels. The role requires a strong command of English, basic math, and effective communication within a fast-paced banking environment.

Two levels exist: Representative (NE03) and Specialist (NE04). Education: high school diploma; Associate degree preferred for the Specialist level. Training in banking or call centers is a plus.

Qualifications

• High school diploma required; banking, customer service or call center training preferred.
• For Specialist: Associate degree preferred; banking/customer service/call center training valued.
• Fluent in English with strong reading, writing and numerical skills.

Responsibilities

• Provide customer service via telephone and digital channels to internal and external customers.
• Greet customers and direct them to the proper personnel or department; maintain visitor log.
• Support Bank’s digital delivery products including online and mobile banking, cash management, bill pay, transfers, debit cards, and ACH processing.
• Adhere to laws, policies and procedures to ensure a compliant, harassment-free work environment.
• Report information to the supervisor and compile data as required.

Skills

English communication

Reading & writing

Interpersonal skills

Problem solving

Computer skills

Multi-tasking

Bank product knowledge

Auditory/visual skills

Education

High school diploma

Associate degree (preferred for Specialist)

Tools

Microsoft Word

Microsoft Excel

Job description

Description

We offer flexible scheduling to support work-life balance, including the option of working four 10-hour days or five 8-hour days and one work from home day a week. Occasional Saturdays are required, and if you'd like to work every Saturday, that's great too!

Job Reporting Relationships:

Supervised by: Customer eXperience Center Supervisor

Basic Qualifications - Representative

Salary Range - NE03

Education/Training: A high school diploma or equivalent is required; specialized training in banking, customer service or a call center is preferred.

Skill(s): Clearly communicates in English; moderate reading, writing, grammar, and mathematics skills; moderate interpersonal relations and communicative skills; moderate problem-solving and organizational skills; moderate computer skills; ability to multi-task and work in a fast-paced environment; working knowledge of the features and benefits of the Bank’s products and services; visual and auditory skills.

Experience: No prior experience is required.

Basic Qualifications - Specialist

Salary Level - NE04

Education/Training: A high school diploma or equivalent is required; Associate degree in related field preferred; specialized training in banking, customer service or a call center is also preferred.

Skill(s): Clearly communicates in English; moderate reading, writing, grammar, and mathematics skills; proficient interpersonal relations and communicative skills; strong problem-solving and organizational skills; proficient computer skills with knowledge of Microsoft Word and Excel; ability to multi-task and work in a fast-paced environment; visual and auditory skills; thorough knowledge of the features and benefits of the Bank’s products and services.

Experience: A minimum of two (2) years related experience normally required.

General Responsibilities

Responsible for providing the ultimate customer experience via telephone and electronic channels to internal and external customers of the Bank; coordinating work within the department as well as with other departments; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information.

Essential Duties - Representative and Specialist

1. Provide ultimate customer service to all banking customers both on the phone and through digital channels.a.
2. a. Answer incoming calls within 30 seconds in a friendly, courteous manner.
3. b. Authenticate customer identity in accordance with the Caller Verification Standard Operating Procedure.
4. c. Conduct a needs assessment; focus on what we can do for the customer, rather than what we can’t do.
5. d. Provide service to the customer as appropriate, utilizing all current bank systems.
6. e. Utilize the range of Bank products and services to maximize the customer relationship, including information about all applicable features and benefits.
7. f. Escalate complex customer issues to appropriate supervisor or department.
8. 2. Greet customers and visitors in a pleasant and courteous manner; direct them to the proper personnel or department; interact with outside vendors and technicians. Maintain visitor log.
9. 3. Support the Bank’s digital delivery product line including online & mobile banking, cash management, bill pay, transfers, debit cards, telephone banking, ACH processing, e-statements, and remote merchant and consumer deposit.
10. 4. Abide by the laws and policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior. Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements.
11. 5. Report pertinent information to the immediate supervisor as requested, or according to an established schedule; compile information as necessary or as directed and provide data to appropriate Bank personnel.

Essential Duties

1. Conduct daily report reviews for quality control purposes.
2. Review and enter new card applications, cash management applications, as well as any maintenance pertaining to these services.
3. Merge and process outgoing ACH origination files from cash management customers, Deposit Operations, Accounting, as well as scheduled loan and customer originations.
4. Assist in preparing documents for scanning and file documents as needed.

Ancillary Duties

1. Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Job Location

Indian Orchard

1055 Texas Palmyra Highway

Honesdale, PA 18431

Equipment/Machines

1. Telephone
2. PC/Computer keyboard
3. Calculator
4. MFD – Multi-Function Device (scanner, copier, fax, printer)