POSITION SUMMARY

Under close supervision, this position responds to basic customer inquiries regarding deposit and loan accounts as well as services offered by the bank.  Agent will need to reach individual service goals and minimum sales goals.  This is the less experienced of the 2 levels.  Incumbent is expected to handle routine and basic duties of the job.

  MAJOR JOB RESPONSIBILITIES

Independently responds to customer inquiries regarding all loans and deposit accounts ensuring security procedures are not breached.  Resolves customer concerns and distributes all relevant data gained from call center contacts to appropriate departments by using email and queues.                                                            

Independently responds to customer inquiries regarding the Bank's online banking, bill pay    

services and ATM and debit card services, including reviewing transactions, identifying

merchants, resetting pins and passwords, Regulation E inquiries and general research of

paid items.  Ensures security procedures are not breached and all relevant information gained from call center contact to appropriate departments by using email and queues.                                                        

Reaches or exceeds individual’s sales goals.                                                                       

Meets or exceeds individual service including but not limited to 24 hour follow-up, adherence to schedule, call monitoring scores and unavailable time.                                                                                               

Processes and prepares for mailing loan by phone applications and regulatory documentation.  Coordinates loan closings with clients and branch management.

Stays abreast of any new and/or changes to existing bank and department policies and         

procedures, products, services and marketing trends to ensure customer satisfaction             

Performs other related duties.                                                                                             

SUPERVISORY RESPONSIBILITIES

       None.

SKILLS AND TRAINING

       Good interpersonal and verbal communication skills.

       Ability to read and interpret scripts, safety rules operating and maintenance instructions and

       procedure manuals.

       Ability to listen and communicate effectively on the phone.

       Ability to sell and/or make appointments and/or obtain qualified leads by telephone.

       Basic knowledge of keyboard and PC skills.

SKILLS AND TRAINING  (Continued)

       Ability to add, subtract, multiply and divide monetary units and to perform arithmetic operations

       with the use of a calculator.

       Ability to work scheduled hours.

  EDUCATION

       High school diploma or GED

  WORK EXPERIENCE

       0 - 2 years

  LICENSES AND/OR CERTIFICATES

        Licenses and Certifications                                                              Expiration Date

           None

WORKING CONDITIONS

Work is typically performed in an office environment.  Noise levels are usually moderate.

HAZARDS

The hazards are mainly those present in a normal office setting.

This job description may not be all-inclusive.  Employees are expected to perform other duties as assigned and directed by management.  Job descriptions and duties may be modified when deemed appropriate by management.