Primary Duties:

• Functional Requirements:
• Answer and reply to all communication in a customer paced, accurate, and courteous manner, primarily by voice (phone), messaging, and email.
• Be an effective problem solver while researching and investigating requests as needed in accordance with established policies and procedures.
• Multitask through multiple computer systems while maintaining a solution-based mindset and customer focus.
• Work effectively with other departments as necessary for customer inquiry/problem resolution.
• Communicate service issues in a timely manner to Customer Service Center Leadership for resolution.
• Meet or exceed all performance goals as outlined for the position.
• Review and maintain knowledge of regular bank communications.
• Maintain knowledge of functions within appropriate skill level required for quality service.
• Maintain knowledge of all products and services offered by Bell Bank, and other general bank information required for assisting customers with questions.
• Follow established policies and procedures, accurately and efficiently to meet team quality standards.
• Verbalize and demonstrate knowledge of procedures for maintaining security, confidentiality, and integrity of employee and customer information.
• Work flexible hours to support the department needs to include evenings and weekends, if necessary.
• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Job Skills Required:

• High School diploma.
• Knowledge of personal computers and related software programs including but not limited to Microsoft Office and the most common internet browsers, and ability to effectively use them.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Ability to effectively handle conflict and work under pressure.
• Ability to listen, evaluate and exercise independent judgment.
• Experience in banking is helpful but not required.