Retail Store Customer Service Representative jobs in Fayetteville, NC

• Answers all retail and some basic commercial customer phone call inquiries including, but not limited to: account inquires; general loan inquiries; stop payment requests; address/account type changes; loan payment reversals; fee or charge reversals.
• Returns customer phone messages from after hours.
• Performs account transactions including, but not limited to: payments & transfers.
• Assists customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting.
• Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/check deposit; Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools and overall troubleshooting.
• Assists customers with Debit Card inquires including, but not limited to: new/replacement/ existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from Fraud Alerts or lost/stolen cards. Completes customer card transaction disputes.
• Train on new products/services as implemented in order to be knowledgeable of same for overall customer and branch support.
• Cross train on advanced products/services as needed for support of overall team needs and for potential advancement.

• Performs weekly peer recorded call reviews for quality assurance and reports results to Retail CSR Supervisor and Customer Service Manager.

• Researches and responds to secure/unsecure customer messages.
• Serves as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products specific to the Customer Service.
• Keeps abreast of bank-wide changes and be able to communicate the impact to customers.
• Recognize and evaluate cross-selling opportunities through customer profiles and account detail information.
• Provide, present and promote Service Excellence to all external and internal customers.
• Completes training as assigned.
• Completes annual compliance courses.
• Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act.
• Adheres to all levels of our Service Excellence standards.
• Performs other duties as required.

• Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
• Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheets, web-based programs and specialty software programs.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to effect problem solving for customer inquiries.
• Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking.

Preferred Skills:

Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs procedures as needed.

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.

Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Escalates issues to management as appropriate.

Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Efficiency – Demonstrates accuracy and thoroughness; looks for ways to improve efficiency while balancing quality and service excellence; Applies feedback to improve performance; Monitors own work to ensure effective use of time.