CUSTOMER SOLUTIONS AGENT

SUMMARY

The Customer Solutions Agent is responsible for performing a full range of customer service oriented telephone and e-mail support activities as directed by the Call Center Manager. Greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; promotes various marketing campaigns; assists in the completion of new account or loan applications; issues messages; resolves problems within given authority. Performs various operational background duties; processes account balance or transfer requests, stop payment orders, changes of address and other such customer requests or authorizations. Conducts a variety of routine daily tasks; reviews reports, prepares correspondence; participates in special department projects.

ESSENTIAL DUTIES

1. Provides support to all areas of the department as directed or where service or assistance is needed; demonstrates superior customer service with appropriate follow through with involved customers and employees.

2. Provides a full range of customer service oriented telephone and e-mail support activities to customers and Bank personnel; greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; issues messages.

3. Resolves customer concerns, problems and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; enters corrections; reverses customer fees or charges with the concurrence of Bank management; escalates unresolved problems.

4. Promotes various marketing campaigns; explains features and benefits; identifies and acts upon potential cross sell or up sell opportunities; obtains enrollment information.

5. Assists in the completion of new account or loan applications or changes in service requests; interviews customers and suggests and explains products or services; clarifies desired product or service; obtains required information; provides applicable disclosures; forwards application or setup forms to the appropriate branch or department for boarding; follows up on missing information or documentation.

6. Maintains call center customer service database by entering case and transaction information; tabulates and posts data in files and record books; sets up and maintains a variety of central files and journals.

7. Performs various operational background duties; processes account balance or transfer requests, stop payment orders, changes of address and other such requests based upon proper customer identification, authorization and approval; conducts transaction call back procedures.

8. Attends various product knowledge and customer service training presentations.

9. Composes, prepares and issues correspondence such as internal memorandums and letters to customers.

10. Performs a wide variety of routine clerical duties; prepares tickets for processing; completes routine reports, forms and lists; prepares correspondence.

11. Maintains a proficient knowledge of all applicable banking rules and regulations.

12. Assists in special projects and tasks for the department as directed.

13. Operates computer terminal or personal computer to process account activity, determine balances and resolve problems within given authority.

14. Assumes responsibility for various department functions in the absence of staff members or in overload situations.

15. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.

16. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

17. Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank's goals and values; benefits the Bank through outside activities.

18. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.

MINIMUM REQUIREMENTS

• High school diploma or general education degree (GED); or one year related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of call center or customer service support duties in a financial institution or business environment.

• Skills in operating telephone system equipment and a pleasant speaking voice.

• Courteous and professional social skills to converse with customers in a business environment.

• Basic experience, knowledge and training in bank operational activities, terminology and products and services.

• Basic sales and marketing experience.

• Basic knowledge of general office practices.

• Excellent organizational and time management skills.

• Basic skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheet and specialty software programs.

• Intermediate typing skills to meet production needs of the position.

• Basic math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.

• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.

• Ability to deal with routine problems involving multiple facets and variables in non-standardized situations.

• Ability to work with minimal supervision while performing duties.

MUST SUCCESSFULLY PASS CREDIT AND CRIMINAL BACKGROUND CHECK.

SEATTLE BANK IS AN EQUAL OPPORTUNITY EMPLOYER.