Job Details
**GENERAL SUMMARY:** The Customer Service Representative reports to the Customer Service Manager and supports all duties within the Customer Service Department.
**DUTIES AND RESPONSIBILITIES:** * Provide outstanding customer service to customers in a friendly and courteous manner at all times.
* Serve customers by providing product and service information and resolving product and service problems.
* Resolve product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
* Provide information to customers on their account status and account balances.
* Establish and promote cordial relationships with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
* Ensure that all Bank policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.
* Channel complex customer complaints and challenges to the right department/division for effective resolution.
* Perform data entry and file maintenance to online accounts/mobile banking/RDC profiles.
* Answer incoming customer/branch inquiries and account maintenance requests, and research/resolve problems and errors in a timely manner.
* Continuously update skill by participating in professional trainings, complete courses as instructed by management, and contribute acquired knowledge to the development of the Bank.
* Acts as back up for other members of the Customer Service department.
**EDUCATION AND EXPERIENCE:**
* A college degree is required, or equivalent experience in a technical or operational role at a financial institution.
**QUALIFICATIONS/SKILLS AND KNOWLEDGE REQUIREMENTS:**
* Effective listening skills demonstrated by the ability to listen to other people talk without interruptions, understand them and propose solutions or make contributions based on the points made.
* Strong communication skills characterized by excellent writing and speaking skills.
* Excellent multi-tasking skills and ability to function under pressure.
* Excellent negotiation skills and ability to influence people.
* Demonstrated ability to de-escalate conflict when faced with challenging situations.
* High level of interpersonal skills to handle sensitive and confidential situations.
* Strong technical skills and knowledge of Microsoft (Word, Excel) and the Internet.
* Knowledge of online banking products and services.
* Demonstrated poise, tact and diplomacy.
* Attention to detail with the ability to establish priorities and meet deadlines.
We welcome employees with a range of experiences, backgrounds, and perspectives. We are committed to sustaining a diverse and inclusive culture where all of our employees feel valued and are empowered to achieve their potential.
*Forbright Bank is an Equal Opportunity Employer.*