CCREP2-Rep, Customer Care II
First Midwest, with assets over $20 billion, is the premier relationship-based banking franchise in the dynamic Chicagoland banking market. As one of the Chicago metropolitan area's largest independent bank holding companies, First Midwest provides the full range of commercial, retail banking, and wealth management services through some 120
offices located in communities in metropolitan Chicago, Northwest Indiana, Central and Western Illinois, Eastern Iowa, and Southeast Wisconsin.
POSITION
Summary:
Second level Customer Care Representative. Responsible for providing a high degree of courtesy, respect, professionalism, and quality service while handling a variety of customer inquiries, sales opportunities and/or issues.
REQUIRED EDUCATION, EXPERIENCE AND SKILLS:
- High School Diploma.
- Prior customer service experience in a contact center preferred.
- Excellent communication skills with prior banking experience in Retail Deposit and Loan Operations preferred.
- Proven experience communicating through online channels such as chat and email.
- Position requires the need to work varied hours/days including occasional overtime as business dictates.
- May need to travel to other First Midwest Bank locations or work remotely, i.e. work at home.
DUTIES/
Responsibilities:
PERFORM CUSTOMER SERVICE
- Ensure that all client phone inquiries are answered with a high degree of courtesy, respect, professionalism, and accuracy between the Bank and its clients.
- Consistently sell Bank products by providing the highest quality of service, cross-sell and encourage beneficial product add-ons and promote current sales promotions.
- Assist clients with online and mobile banking issues.
- Follow up on client complaints and ensure client satisfaction.
- Accept and follow up on any issues with retail installment loans, IRA s, Cd s.
- Accept and process the following:
stop payments, funds transfers, disputes for atm/debit cards, research for deposit account issues as needed. - Participate in team meetings and trainings.
- Be proactive in recognizing issues to be escalated in order to improve process and procedure.
- Develop effective telephone skills and satisfactorily handle all telephone inquiries with a focus on discovering needs and selling products to satisfy those needs.
- Require the ability to work effectively in a remote or work at home environment.
PERSONAL BANKING
- Provide superior banking services to customers in a professional manner.
- Provide consumer loan information to customers including all consumer installment loans, home equity loans and lines of credit.
- Acquire and maintain knowledge of individual loan criteria.
- Acquire and maintain in depth knowledge of IRA s and CD s.
- Maintain in depth knowledge of retail services and products.
- Cross-sell all services to both new and existing customers.
- Make referrals to Mortgage Corporation and Trust, Retail Banking, First Midwest Direct and Financial Network as appropriate.
DEPARTMENT STANDARDS
- Adhere to bank policy and procedures.
- Be aware of any suspicious transactions or activity and report any such activity immediately.
- Develop an awareness of current economic and market conditions.
- Have overall understanding of Call Center in relationship to FMB.
- Participate in department Quality Team to set standards for performance and to ensure that those standards are met. The Quality Team will focus on ways to improve team performance in sales and services.
- Meet or exceed sales and service goals set by Department including referral program.
- Required to establish and sustain a remote internet network at Bank standards. In the event of remote network failure, employee is required to be on site at their assigned First Midwest Bank location or approved secondary location within 24 hours.
- Professional remote work environment must be maintained.
- Remote work eligibility is contingent on meeting department standards.
- Flexible to work within Customer Care hours of operations.
- Required in person attendance to onsite meetings and training.
COMPLIANCE DUTIES AND RESPONSIBILITIES
- Monitor and ensure that the compliance functions relative to Customer Service are implemented in accordance with FMB policies and procedures.
- Required to maintain safety of client information regardless of work location.
DISCLAIMER
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary. FMB reserves the right to remove the privilege of remote or work at home status based on business needs at any time.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Please view Equal Employment Opportunity Posters provided by OFCCP here and Supplement here.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
