Bilingual Client Services Center Representative

Peoples Security Bank & Trust Company•Bethlehem, PA

15h•Hybrid

About The Position

This is a hybrid position with one day per week in the office. Training will be conducted on-site during the initial 90-day probationary period. Candidates must reside within a commutable distance of Emrick, PA. General Responsibilities: Offer customer service support. Whether by phone, email, live chat or other customer interaction, Client Service Center representatives are front-line employees who help resolve customers’ questions and concerns, they are responsible for helping customers find what they’re looking for and addressing complaints with a particular emphasis on delivering an excellent customer experience. Build sustainable relationships and trust with customers and team members through open and interactive communication. Identify and assess customers’ needs. Generate sales leads to achieve satisfaction and an excellent customer experience. Assists with various tasks and services in the daily operations functions to obtain a high degree of accuracy in daily processes. Assumes responsibilities for various projects and other related duties as assigned or directed. Assists in developing effective and efficient processes to maximize resources. Participates in ongoing training and education of all rules, regulations and guidance pertaining to the bank’s Client Services Center requirements. Participate in continuing education opportunities such as webinars, seminars, etc., to increase customer service and bank knowledge. Cooperates with, participates in, and supports 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. Assists in the development of written policies and procedures to ensure consistency in processes, assists with maintenance and compliance of DR/Cope procedures. Responsible for complying with the Client Services Center and any other related bank Remote and Hybrid Schedules and policies if a remote work environment is an option. Responsible for responding to inquiries or requests for information; reporting pertinent information to the immediate supervisor; coordinating work within the department, as well as with other departments; providing periodic reports; ensuring the department’s compliance with operating policies, regulations and procedures and outside regulatory requirements; communicating with appropriate management and staff. Assists in coordinating and implementing procedure changes/updates to meet Operations and Retail needs. Support and Service: Provides telephone, chat and email support for customers and branch staff as needed. Achieve satisfaction, build sustainable relationships and trust with customers and team members through open and interactive communication. Provide direct service to the customer as appropriate. Utilizes full range of Bank products and services to effectively maximize the Bank’s relationship with customers; maintains current knowledge of new products, identify product needs of customers to build relationships. Strives to achieve excellent customer service, team work and participates in creating a positive and supportive work environment and company culture. Essential Duties: Performs various duties to support the Deposit Operations Department functions as follows: Support and Service Manage large amounts of inbound and outbound calls, email and live chats in a timely manner. Identify customer’s needs, clarify information, research every issue and provide solutions and appropriate follow-up. Direct telephone calls to the proper individuals or department in the Bank where the need can be satisfied and strive for a low transfer rate. Provide direct service to the customer as appropriate, i.e., utilizes computer to determine account balance or loan balance, describe and sells products and services of the Bank, etc. Utilize full range of Bank products and services to effectively maximize the Bank’s relationship with customers; inform caller of products; refer customers to appropriate sales staff; maintains current knowledge of new products, identify product needs of customer to build relationships. Ongoing education and training to improve knowledge and performance of bank products and customer service. Monitor and reviews: Maintain awareness of various Bank functions in order to provide assistance to customers in areas of Bank products and services, Online Services, Loans, Debit Card, and ATM support. Risk Mitigation: Responsible for completing all bank and department assigned and required policy reviews, compliance tests and other trainings. Stay educated in awareness of elder abuse, Identify theft and any other suspicious or fraud activity. Report suspected Elder abuse and/or suspicious activity to bank Security Officer. Understand and comply with the Incidence response procedures. Audit: Assists with audit/Exam document request preparation and inquiries. Ancillary Duties: 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. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential job functions of this position, the employee is regularly required to sit, stand, talk, hear, walk, use hands and fingers, handle or feel objects, and reach with hands and arms. At times required to stoop, kneel, bend, crouch and lift up to 25 pounds. This position requires regular use of a computer. Peoples Security Bank and Trust Company is an Equal Opportunity Employer

Requirements

Education/Training: A High school diploma or equivalent required; specialized bank operations training/education preferred.
Skill(s): Must demonstrate excellent customer service, interpersonal relations and communicative skills; good mathematical skills; time management skills; moderate problem solving and analytical skills; project management skills; moderate PC skills; moderate technical skills including Microsoft Office Excel, Word, One Note and PowerPoint.
Experience: A minimum of one (1) year of related experience normally required.

Responsibilities

Offer customer service support.
Build sustainable relationships and trust with customers and team members through open and interactive communication.
Identify and assess customers’ needs.
Generate sales leads to achieve satisfaction and an excellent customer experience.
Assists with various tasks and services in the daily operations functions to obtain a high degree of accuracy in daily processes.
Assumes responsibilities for various projects and other related duties as assigned or directed.
Assists in developing effective and efficient processes to maximize resources.
Participates in ongoing training and education of all rules, regulations and guidance pertaining to the bank’s Client Services Center requirements.
Participate in continuing education opportunities such as webinars, seminars, etc., to increase customer service and bank knowledge.
Cooperates with, participates in, and supports 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.
Assists in the development of written policies and procedures to ensure consistency in processes, assists with maintenance and compliance of DR/Cope procedures.
Responsible for complying with the Client Services Center and any other related bank Remote and Hybrid Schedules and policies if a remote work environment is an option.
Responsible for responding to inquiries or requests for information; reporting pertinent information to the immediate supervisor; coordinating work within the department, as well as with other departments; providing periodic reports; ensuring the department’s compliance with operating policies, regulations and procedures and outside regulatory requirements; communicating with appropriate management and staff.
Assists in coordinating and implementing procedure changes/updates to meet Operations and Retail needs.
Provides telephone, chat and email support for customers and branch staff as needed.
Achieve satisfaction, build sustainable relationships and trust with customers and team members through open and interactive communication.
Provide direct service to the customer as appropriate.
Utilizes full range of Bank products and services to effectively maximize the Bank’s relationship with customers; maintains current knowledge of new products, identify product needs of customers to build relationships.
Strives to achieve excellent customer service, team work and participates in creating a positive and supportive work environment and company culture.
Manage large amounts of inbound and outbound calls, email and live chats in a timely manner.
Identify customer’s needs, clarify information, research every issue and provide solutions and appropriate follow-up.
Direct telephone calls to the proper individuals or department in the Bank where the need can be satisfied and strive for a low transfer rate.
Provide direct service to the customer as appropriate, i.e., utilizes computer to determine account balance or loan balance, describe and sells products and services of the Bank, etc.
Utilize full range of Bank products and services to effectively maximize the Bank’s relationship with customers; inform caller of products; refer customers to appropriate sales staff; maintains current knowledge of new products, identify product needs of customer to build relationships.
Ongoing education and training to improve knowledge and performance of bank products and customer service.
Maintain awareness of various Bank functions in order to provide assistance to customers in areas of Bank products and services, Online Services, Loans, Debit Card, and ATM support.
Responsible for completing all bank and department assigned and required policy reviews, compliance tests and other trainings.
Stay educated in awareness of elder abuse, Identify theft and any other suspicious or fraud activity.
Report suspected Elder abuse and/or suspicious activity to bank Security Officer.
Understand and comply with the Incidence response procedures.
Assists with audit/Exam document request preparation and inquiries.
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.