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FUNCTION:
The Customer Service Center Representative is responsible for providing exemplary customer service to incoming callers through various delivery channels, including the telephone and internet.
GENERAL DUTIES AND RESPONSIBILITIES:
- Models Q2 Service and Sales programs with creativity and energy such that goals are achieved, and quality standards are met or exceeded. Takes personal initiative and is a positive example for others to emulate.
- Builds customer relationships by being accountable for representing QNB to the customer in a courteous, confidential, and professional manner, and for providing prompt efficient and accurate service in processing transactions through consultative selling and cross-selling in a positive manner.
- Evaluates customer needs through the use of open-ended questions and refers customers to the appropriate resource.
- Opens, closes, and services every type of deposit product.
- Completes consumer loan applications.
- Must have strong QNB product knowledge and actively champion QNB Service and Sales, referral and product campaigns.
- Completes assigned compliance training in a timely manner and demonstrates ability to apply training to their duties and responsibilities.
- Assumes additional job-related duties as requested.
REQUIRED TRAINING, EXPERIENCE, AND EDUCATION:
- Successful experience working with customers and co-workers.
- Must complete basic CSR training within the first 6 months of employment.
- Must complete CSR requirement checklist within 12 months of hire.
- Communication skills that model QNB's sales efforts; including the ability to identify and fulfill customers' current and future needs.
- Requires excellent reading, writing and arithmetic skills. Completion of high school, vocational training or equivalent.
- Fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy, and established procedures.
- Must successfully complete ABA Banking Fundamentals within the first year of employment.
- Must fulfill re-certification requirements for CSR annually.
DESIRABLE KNOWLEDGE, ABILITIES, AND SKILLS:
- Operate standard office and phone equipment, including an adding machine, possess keyboarding and standard computer skills (i.e. Outlook, Word, Excel).
- Previous or current banking experience.
DEPARTMENT HOURS:
8:00 a.m. to 7:00 p.m. Monday through Friday
8:30 a.m. to 4:00 p.m. Saturday
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