Engagement Center Specialist I

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

Job summary

First Commonwealth Bank in Powell, OH is seeking a friendly Customer Service Representative to handle inbound service calls and assist clients with deposits, accounts, online banking, and card inquiries. You will also perform follow-ups and outbound calls to support banking operations.

You will promote bank products and refer related services, maintain current knowledge of offerings, and contribute to sales referral goals while delivering professional, accurate service.

Qualifications

• High School diploma or equivalent.
• Excellent customer service and communication skills.
• Proficient computer skills and ability to learn bank systems.
• Ability to work day, evening, and weekend hours.

Responsibilities

• Handle incoming service calls about deposits, accounts, online banking, and card inquiries.
• Perform follow-ups and outbound calls to support service needs.
• Promote bank products and refer non-bank services when appropriate.
• Maintain knowledge of bank products to refer referrals.
• Work with urgency to meet quality service goals and deadlines.
• Complete self-education assignments and keep up with compliance training.

Skills

Customer service

Interpersonal skills

Communication skills

Professional demeanor

Education

High School diploma or equivalent

Tools

Banking systems

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. 1. Handles incoming service calls from customers including but not limited to:
   • a. existing deposit and loan account inquiries ,
   • b. account maintenance requests, including name and address changes
   • c. Online Banking and Mobile Banking access issues and inquiries,
   • d. Online BillPay and Mobile Deposit inquiries,
   • e. debit card transaction inquiries, hot cards, replacements, and new card account opening
   • f. details on rates and promotional offerings ,
   • g. general “switchboard” type transfers to other employees, departments
   • h. calls transferred from the integrated voice response system
2. 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. 3. Makes outbound client service and support calls.
4. 4. Initiates and actively participates in client conversations to determine and appropriately address client needs.
5. 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. 6. Participates in several departmental sales contests per year in support of sales referral goals.
7. 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. 8. Completes all self-education assignments in a timely manner (i.e. online compliance training, supervisor-assigned readings/exercises).
9. 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. 1. High school diploma or equivalent is required.
2. 2. Exceptional customer services skills and excellent interpersonal and communication skills, and a professional manner are required.
3. 3. Proficient computer skills and ability to learn company utilized systems is required.
4. 4. Ability to work day, evening, and weekend hours, with possible shift changes, is required.

Education

Required

High School or better.

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.