Customer Experience Banker I

POSITION SUMMARY To provide outstanding customer service to all internal and external customers.
Offer first line assistance for basic account information and answer questions regarding products and services.
ESSENTIAL FUNCTIONS Customer Service and Sales Support Professionally answer incoming calls or chats from external customers in a friendly and compassionate way.
Assist branch/department staff with customer questions.
Answer on average 60 - 80 calls per day on a wide variety of topics including: Bank account questions Basic debit card questions Personal online and mobile banking questions Route other calls in a manner appropriate with department procedure.
Investigate customer inquiries and respond in a timely manner.
Aptitude to make good decisions in all situations.
Ability to work independently and as part of a team.
Explain bank services and fees; assist customers in changing to correct products.
Focus on maintaining customer relationships through cross-selling of bank products and services.
Department Tasks Respond to customer inquiries including emails, chats, voicemails, and websites form submissions.
Assist in departmental projects as needed.
Complete ongoing education and e-learning requirements.
Proactive Listening and Sales Referrals Proactively recognize customer needs and refer to appropriate business partners.
MORE ABOUT THE ROLE Qualities needed: Outgoing Friendly Personable Multi-tasker Positive attitude SALARY GRADE: 32 *Macatawa Bank's full position description is available upon request.
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)