Customer Service Center Representative (Call Center)

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:

1. 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.


2. 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.


3. Evaluates customer needs through the use of open-ended questions and refers customers to the appropriate resource.


4. Opens, closes, and services every type of deposit product.


5. Completes consumer loan applications.


6. Must have strong QNB product knowledge and actively champion QNB Service and Sales, referral and product campaigns.


7. Completes assigned compliance training in a timely manner and demonstrates ability to apply training to their duties and responsibilities.


8. Assumes additional job-related duties as requested.

REQUIRED TRAINING, EXPERIENCE, AND EDUCATION:

1. Successful experience working with customers and co-workers.


2. Must complete basic CSR training within the first 6 months of employment.


3. Must complete CSR requirement checklist within 12 months of hire.


4. Communication skills that model QNB's sales efforts; including the ability to identify and fulfill customers' current and future needs.


5. Requires excellent reading, writing and arithmetic skills. Completion of high school, vocational training or equivalent.


6. Fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy, and established procedures.


7. Must successfully complete ABA Banking Fundamentals within the first year of employment.


8. Must fulfill re-certification requirements for CSR annually.

DESIRABLE KNOWLEDGE, ABILITIES, AND SKILLS:

1. Operate standard office and phone equipment, including an adding machine, possess keyboarding and standard computer skills (i.e. Outlook, Word, Excel).


2. 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