Customer Service Representative at Countybank in Greenwood, SC, USA

Job description

• Countybank
• Location: Greenwood, SC
• Countybank is seeking a self-motivated, detail-oriented individual to join our team as a Customer Service Representative (CSR). Reporting to the Customer Service Team Lead, the CSR's primary role is to provide customers with information on all Bank services, addressing questions and concerns effectively and pleasantly. This position promotes and participates in a culture aligned with the Bank's mission of exceeding expectations, ensuring exceptional service in every interaction with customers and employees. Will be required to work Saturdays on a rotating schedule.
• Confidentiality and a commitment to embracing our corporate culture while serving clients, communities, and fellow employees are essential for success in this role.

Responsibilities

• Serves internal and external customers by providing information regarding products and services offered by the bank.
• Answers incoming bank Customer Service queue calls and online chats and provides support for customer needs, including, but not limited to, answering questions, transferring funds, unlocking digital accounts, ordering new debit cards, researching account, offering solutions to simplify customers' lives, etc.
• Answers and routes incoming companywide switchboard telephone calls in a prompt, cheerful and professional manner.
• Researches and solves customers' questions, problems and complaints regarding their account either by telephone, online chat, email, or written correspondence. Completes the request or refers customers to the appropriate team member for escalation. Documents all customer interactions with clear records for future reference.
• Researches and solves customer questions specific to debit cards, online banking, mobile banking, BillPay, and TeleBank, using troubleshooting techniques and customer shadowing. With approval, able to perform appropriate maintenance to debit cards to apply limit increases and apply travel and other exemptions. Also, able to reset passwords and assist customers who have been locked out of online access to their account(s).
• Processes transactions mailed to the support center by using Teller Capture and Branch Capture.
• Knows and understands the operational departments of Countybank and communicates with them to resolve customer issues.
• Makes limited outbound calls to follow up on customer email requests, check orders, and returned mail.
• Cross-trained to work the teller line and able to provide float coverage when needed.
• Cross-sells all services for the company to qualified customers when needs are discovered. Seeks to attain established goals on key products and/or referrals on a monthly basis. Assists Financial Integration Team Leader in creating and maintaining a sales culture and achieving sales goals.
• Handles administrative duties, including, but not limited to, security check call for all locations, stop payment requests, check orders, credit inquiry requests, verification of deposits, account research for internal and external customers, placing Reg CC holds on mobile and ATM deposits, process online transactions, return mail verification, filing of all needed paperwork, process morning notices, returned mail and deposit corrections.

Requirements

• High School Diploma or equivalent required, associate's degree preferred.
• Experience in customer service or banking/financial services preferred.
• Must genuinely love customer service.
• Must be a quick learner and be motivated and driven.
• Able to work well under pressure in a fast-paced environment and able to multitask.
• Able to consistently follow policies and procedures.
• Be proficient working with a computer and able to learn new software.
• Must be capable of problem-solving and have the ability to share and process information.
• Able to communicate effectively and professionally with others, including exhibiting a courteous, conscientious, and generally businesslike manner in the workplace.
• Must be able to remain in a stationary position, often standing or sitting for prolonged periods.

Skills

Required

• Must genuinely love customer service.