Call Center Specialist

Company Name:
PensionTrend, Inc.
Customer Care Center personnel are dedicated to assisting Sales and Service, Relationship Managers, Product Mangers, Product Specialists, and Underwriters in support of new and existing customer accounts. This position is responsible for ensuring that customers are receiving superior customer service when they call the Bank. This includes meeting and exceeding customer expectations and determining adequate coverage at all times to service all incoming calls. The Customer Care Center is intended to be the place where customers get answers without being transferred. It is imperative that personnel know all resources available in assisting them to resolve customer issues.
JOB FUNCTION NUMBER 1: Superior customer service and complaint resolutions.
Provide extraordinary and memorable service to customers via the telephone, following the ten Extraordinary Memorable Customer Service Standards.
Follow up and complete customer requests in a timely manner.
Utilize Lotus Notes for customer problem resolution and internal communication.
Serve as a help center for internal employees having questions concerning customer accounts.
Acknowledge customer complaint and follow up to ensure customer satisfaction.
Learn to effectively say no in a courteous and concerned manner.
Acknowledge/prioritize multiple customer demands to provide maximum service level to all customers.
JOB FUNCTION NUMBER 2: Product, system, and industry knowledge.
Maintain in-depth knowledge of all banking products, services, and processes.
Maintain up-to-date banking and sales knowledge as it pertains to the job.
Maintain up-to-date knowledge of computer systems and software.
Maintain knowledge and utilize technologies when responding to customer inquires.
Maintain knowledge of the Internet.
Prepare customer and operation documentation (research requisitions, checks)
Maintain general knowledge of business and banking industry practices.
JOB FUNCTION NUMBER 3: Sales/referrals.
Develop and enhance customer relationships by informing customers of Alerus Financial products and services that meet their needs.
Maintain up-to-date knowledge of the features and benefits of all Alerus Financial products.
Develop and maintain a working relationship with leads and employees in all areas of the Bank as contacts for referring customers.
Possess the ability to recognize sales opportunities and refer to sales employees as appropriate.
Participate in customer events and promotions, such as the Home Show booths, customer opportunity calls and marketing events.
JOB FUNCTION NUMBER 4: Education and continued training.
Attend and receive a passing grade on all product training classes as it pertains to the job.
Attend and receive a passing grade on all mandatory employee training.
Attend and receive a passing grade on all field specific training.
College degree in banking or related field or two to three years banking or financial experience.
Previous telephone or telemarketing experience preferred.
Previous customer service experience.
Math proficiency and aptitude.
Time management skills.
Ability to maintain strict customer confidentiality.
Previous work stability.
Ability to multi-task.
Positive attitude.
Demonstrated aptitude to handle sensitive operational transactions and customer relationships.
Excellent telephone voice.
Customer service orientated.
Excellent listening skills.
Commitment to continued learning.
Calm demeanor.
Self-sufficient; self-motivated
Ability to adjust to flexible hours.
Alerus Financial is an equal opportunity employer of women, minorities, protected veterans, and individuals with disabilities.
Requisition Number: 14-0044
Post Date: 4/29/2014
Title: Call Center Specialist
City: West Fargo
State: ND

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