Commercial Services Rep I

Location: Cincinnati
Posted on: April 25, 2024

Job Description:

HOURS:  Monday - Friday 9-6pm

GENERAL FUNCTION: Handles Commercial customer interactions (email, telephone, etc.), providing outstanding customer service. Is knowledgeable in a limited number of Commercial products, or products of low complexity. By using job knowledgeandtheinformation available, makes every effort to answer the customer''s question/solve the problem. Educates the customer about Commercial products and services.

ESSENTIAL DUTIES & RESPONSIBILITIES:

.Handles customer interactions in a professional, courteous manner.

.Provides accurate information to the customer. Explains products and policies so the customer can understand.

.Handles Premier and Core client interactions. Serving as the main point of contact for this segment of clients.

.Directs Treasury Management product and service requests to the CSC Implementations Specialists.

.Provides Initial support for the following Commercial Products: Wire, ACH, Customer Statements, Healthcare, Lockbox, Vault Services, Go-ID, Copy Requests, and Balance Inquiry.

.Assumes ownership on every customer interaction to answer the customer''s question or solve the problem during the initial contact. When escalation is required to provide customer resolution, agent will accurately route customer totheappropriatedepartment.

.Follows departmental policies and procedures, particularly in regards to customer confidentiality.

.Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.

.Handles a significant number of customer interactions within the call center environment. The interactions will be received via phone or email.

.Continuously utilized computer systems for tracking, information gathering, and/or troubleshooting. All issues or requests are successfully tracked by creating a service request within the CRM application.

.Adheres to minimum call center standards for quality, schedule adherence, attendance, and performance goals.

.Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.

.Continually learning and developing knowledge of Bank products and services.

.Other duties as assigned.

SUPERVISORY RESPONSIBILITIES: None.

Keywords: , Covington , Commercial Services Rep I, PR / Public Relations , Cincinnati, Kentucky