Telephone Financial Consultant- Team Lead

Location:

2416 Philadelphia Street

Indiana, PA 15701

Hours:

Monday -Friday 7:00AM. - 7:00PM

Saturday 8:00AM-3:00PM

Sunday 10:00AM-3:00PM

(Additional hours as necessary to meet the objectives of the department)

Function:

Assumes responsibility for ensuring all external and internal customer telephone inquires and requests are satisfied in a timely, courteous, and professional manner. Assists with mentoring of TFCs and handles escalated customer service issues as deemed necessary.

Duties and Responsibilities:

• Assumes responsibility for ensuring the satisfactory handling of internal or customer related telephone inquiries or service-related problems by performing the following functions:

  • Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction.

  • Providing customer and internal personnel with accurate product knowledge and service information, as well as operational knowledge that will assist personnel in the successful completion of their duties.

  • Providing professional written correspondence to customers when necessary.

• Demonstrates a technically proficient knowledge in the functionality of several of the following products through coaching and call monitoring:

  • IBS Insight

  • Service request manager

  • Digital Banking Products (CEB, BEB, Mobile)

  • Cardbase systems (CMSe, CardPro Connect)

  • Customer Information System

  • Loan/Deposit/Retirement system

  • Optima

  • Net Image

• Assists Management and Telephone Financial Consultant Supervisors with facilitating operational procedures to staff; includes mentoring new employees with policies / procedures and practices.

• Acts as a shift supervisor in the absence of the Telephone Financial Consultant Supervisor, to ensure an effective and efficient response of all operational and services related issues as presented through SCS calls.

• Assists and encourages the sales process within the Solution Center Service by working with SCS Management, is assigned special projects at the direction of management (coordinates materials / packets, tracking, spreadsheets, etc.)

• Identifies and addresses customer needs by recommending applicable products and services that may represent a value to the customer.

• Assists the Branch Administration Department by identifying and reporting quality service concerns that may become apparent through customer interactions.

• Provides exceptional customer service to internal and external customers via telephone, mail, chat, and email in matters related to the aforementioned products. Assists SCS staff with escalated customer concerns.

• Performs account maintenance on IBS Banking core systems.

• Refers customers with opening deposit and loan accounts over the telephone.

• Recognizes opportunities to identify and meet needs resulting in new accounts and leads.

• Assists in training new employees.

• Maintains a good working relationship with bank employees. Demonstrates strong interpersonal skills and the ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization.

• Demonstrates a strong ability to work independently, as well as motivated to work as a team player to contribute to the success of the department and in turn, the organization.

• Assumes additional duties as required.

Physical Demands:

Operates a keypad device: 99% of the day. Sitting is required 7 times per day in a straight position. Walking is required one time per day. Maximum lift is pound several times per day. Requires the use of manual dexterity skills for typing on a frequent basis, up to 60% of the business day. Possess the ability to focus visually at a close distance of 18"-20" for a period of up to 60% of the business day. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range: