Engagement Center Specialist I

First Commonwealth Bank; Powell (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

First Commonwealth Bank seeks a Customer Service Representative to handle inbound client calls, assist with account inquiries and promote banking products. You will conduct outbound calls and follow up on requests, while maintaining high service standards.

The role requires outstanding communication, interpersonal skills, and the ability to learn and use banking systems. Evening and weekend shifts may be included as part of the schedule.

Qualifications

• High school diploma or equivalent required.
• Exceptional customer service and excellent interpersonal and communication skills, and a professional manner.
• Proficient computer skills and ability to learn company utilized systems.
• Ability to work day, evening, and weekend hours.

Responsibilities

• Handles incoming service calls from customers including but not limited to: existing deposit and loan account inquiries, account maintenance requests, and online/mobile banking questions.
• Completes client follow up from inbound calls, including mailings and coordinating with other departments.
• Makes outbound client service and support calls.
• Initiates conversations to determine and address client needs and promotes/refers bank products and services.
• Participates in departmental sales contests to support sales referral goals and drive client referrals.
• Maintains urgency and ensures quality service goals are met in daily activities and inquiries.
• Completes self-education assignments and reviews procedural updates to stay informed.

Skills

Customer service

Interpersonal skills

Communication skills

Professional demeanor

Computer skills

Learning company systems

Shift flexibility

Education

High school diploma or equivalent

Job description

Handles incoming service calls from clients, or potential clients, having questions regarding their current account relationships or seeking information about additional products and services. Completes client follow up resulting from inbound calls such as account maintenance, records research, and follow up on information requests. Makes outbound non-sales calls to support various departmental and company initiatives. Initiates client conversations to determine and appropriately address client financial needs, actively seeking sales referrals of the broad range of financial services and accounts offered by the bank and its affiliates. Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as brokerage and insurance, in order to effectively promote and refer these products.

Essential Job Responsibilities

1. Handles incoming service calls from customers including but not limited to:
   • existing deposit and loan account inquiries
   • account maintenance requests, including name and address changes
   • Online Banking and Mobile Banking access issues and inquiries
   • Online BillPay and Mobile Deposit inquiries
   • debit card transaction inquiries, hot cards, replacements, and new card account opening
   • details on rates and promotional offerings
   • general "switchboard" type transfers to other employees, departments
   • calls transferred from the integrated voice response system
2. Completes client follow up resulting from inbound calls (i.e. account maintenance requests, records research, appropriate mailings, outbound calls to other departments, and calls back to clients).
3. Makes outbound client service and support calls.
4. Initiates and actively participates in client conversations to determine and appropriately address client needs.
5. Actively seeks financial products and services referrals. Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as brokerage and insurance, in order to effectively promote and refer these products.
6. Participates in several departmental sales contests per year in support of sales referral goals.
7. Maintains a sense of urgency when handling phone inquiries, client follow up, and other daily activities, focusing on providing clients with the most effective and timely service possible. Ensures that the established Quality Service Goals are personally achieved on a consistent basis.
8. Completes all self-education assignments in a timely manner (i.e. online compliance training, supervisor-assigned readings/exercises).
9. Productively utilizes non-phone time to review e-mail, read Insite articles, review procedural updates, and access any Insite resources available to enhance job knowledge.

Bona Fide Occupational Qualifications

1. High school diploma or equivalent is required.
2. Exceptional customer services skills and excellent interpersonal and communication skills, and a professional manner are required.
3. Proficient computer skills and ability to learn company utilized systems is required.
4. Ability to work day, evening, and weekend hours, with possible shift changes, is required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.