The primary function of this position is to respond to various customer requests for information or other assistance through fielding telephone calls, e-mails or staffing the CARE position. Cross-selling the Bank's products and services is considered an essential part of this job and a moderate amount of "soft" outbound telemarketing may be required from time to time.DUTIESResponsible for providing excellent customer service to our customers via telephone, online and lobby visits so that the Bank may achieve high customer satisfaction. Recognizes that he/she may be the sole source of contact with the Bank for many customers and the impact that his/her friendliness, helpfulness, and competence will have on obtaining and retaining customers.• Fields all telephone calls and answers the majority of customer inquiries without transferring the call.• Responds to customer questions and requests for account and product information in a professional and friendly manner, while identifying cross-selling opportunities using an effective and consistent sales approach.• Answers customer inquiries, troubleshoots, and answers feedback for all the Bank's automated banking services including the processing of incoming account applications. Handles online inquiries in a timely manner and within department guidelines.• Proactively suggests value-added solutions during all of these contacts promoting a more efficient banking relationship.Responsible for assisting with departmental and bank operational duties to help the department and other bank areas to perform more efficiently.• Performs daily activity reports for Online Banking and Telephone Banking.• Staffs the CARE position at our Corporate Office. Welcomes and assists our walk-in customers with their inquiries and concerns..• Does necessary research to locate requested information and to offer creative solutions to customers' needs or problems.• Interacts with all other departments and branches to give and receive information, which will aid in delivering superior customer service.• Makes follow-up contacts with new DDA customers to ensure satisfaction, makes attempt to cross-sell additional products and services.QUALIFICATIONSEducation and/or Experience - High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.Language Skills -Ability to read and interpret documents such as operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.CompetenciesOperations Knowledge - Understands the operational procedures for his/her position and how they affect or relate to other departments in the bank.Product Knowledge - Has a good knowledge of the products and services offered by the bank. Is able to answer general questions and direct customers to the product or service expert. Must regularly use electronic banking services such as debit card, online banking and ATM.Compliance Knowledge - Has an operational knowledge of only specific compliance regulations & laws that affect his/her position. Also has an awareness level of bank-wide regulations (i.e.: BSA, CIP) in order to recognize suspicious events and, at a minimum, promptly notify management. Relies