Contact Center Quality Analyst, Sr. jobs in Keene, NH

Duties and Responsibilities

• Resolve customer complaints and/or answer questions with regard to products and services offered by the Bank and its subsidiary Independence Financial Advisors.

• Remain properly trained and educated on products and services offered by Franklin

Savings Bank.

• Provide remarkable customer service through all customer interactions.

• Compute financial fees, interest, and service charges.

• Function as a support resource for various departments or initiatives as needed.

• Adhere to all operational controls, including legal, corporate, and regulatory policies and procedures to ensure the safety and security of customers and bank assets.

• Drive efforts in the department to identify and implement a positive overall customer experience which will build customer loyalty and enhanced relationships.

• Present a positive, friendly and professional image to customers and fellow employees

• Identify sales opportunities and make referrals which support the sales efforts of the bank.

• As a participant in the Retail Banking RoadMap Incentive Plan, must, at a minimum, meet individual performance expectations which will contribute to the attainment of the quarterly Branch goals.

• Promotes team efforts in all areas

• Satisfactorily complete required compliance training and comply with all regulations which apply within the scope of the position. To include but not be limited to: o Reg CC o BSA o Privacy o Reg DD o Reg E

• Properly identify customers to protect both the customer and the bank from loss

• Use all sales tools, including profiling customers' needs through the use of various technologies to ensure a consistent and valued customer experience.

• Refer customers to the proper individual or department for services that cannot be resolved at the first point of contact.

• Deepen customer relationships by effectively cross-selling bank products and services in line with the Bank’s strategic objectives.

• Resolve account service issues and respond to customer inquiries promptly and effectively.

• Provide for the proper security of all non-public personal information.

Note: These are representative only and are not intended to include all possible assignments to this position or position classification.

Skills/Experience/Training

High School graduate or equivalent diploma is required.

A minimum of two years retail banking experience with a solid knowledge of bank policies and procedures preferred.

Strong telephone communication and listening skills along with sales, organizational, and public relation skills are required.

Maintain strong knowledge of all Bank products and services.
.
Exhibit tact and diplomacy

A valid driver’s license is required as travel from time to time may be necessary.

A pre-employment evaluation may be required.

Good organizational skills

Working Conditions

Moderate physical effort is required with respect to dexterity, visual attention and application as needed for the continual use of the telephone and personal computers. This is normally a seated position with occasional freedom of movement.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job Type: Full-time

Schedule:

• Day shift
• Overtime
• Weekend availability

COVID-19 considerations:
Franklin Savings Bank take all appropriate measures to protect our staff and customers from Covid 19.

Work Location: One location