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Customer Care Consultant

Location: Springfield
Posted on: June 15, 2019

Job Description:

The CCC's mission is to provide solutions to internal/external customers who call for information and guidance in regards to INB's product lines. Responsible for providing product and service support via the telephone, email and live chat through our website; will also be responsible for outbound calls for follow-up and for providing awareness of new products and services INB offers. Additional responsibilities include, logging returned mail, resource for on line banking inquiries from staff and customers, managing the Nu Fund and Customer Service emails.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Promptly and courteously answer and resolve all customer issues that come through the phone queue, email or live chat in accordance with INB Communications Policy either on their own or with the assistance of management or other department personnel.
Interviews customers to obtain information and explain available financial services such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit, savings bonds, and securities.
Assist personal and commercial customer inquiries, problem resolution, complaint management, product information, managing referrals, opening and closing all types of deposit accounts (checking, savings, CDs, IRAs, safe deposit boxes, etc.).
Develop a working knowledge of all products and services offered by INB including internet banking, loan, mortgage and Online Banking systems and products in order to answers customer inquiries.
Must have a "how can I help you" attitude at all times and be focused on a team atmosphere…. ready & willing to jump in and help in any capacity.
Responsible for assisting customers with their current needs, while continuing to look for other cross-sell opportunities for INB products and services. This includes identifying and acting on opportunities to refer customers to specialists that handle other product lines in the bank.
Ability to ask questions in a conversational manner, paraphrase information for clarification and need development, then go from a service provider to a salesperson, and ask for the order.
Adhere to all INB policies and procedures relative to the CCC job function (i.e. CIP, BSA, Reg CC, etc.).
Maintain an effective follow-up process by using the Customer Relationship Manager (CRM) program in NuPoint and to any Quality Control/Pending items.
Actively complete Creating Loyal Customer (CLC) process with new and existing customers, as appropriate.
Actively participate in departmental and bank-wide contests.
Engage in personal development activities such as online learning and internal/external training to assist in career growth
Maintain a professional manner and appearance, as outlined in the INB Dress Code Policy, and a neat and orderly work area.
Perform other related duties as assigned or requested.
Supervisory Responsibilities
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:

  • Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Keywords: ILLINOIS NATIONAL BANK, Springfield , Customer Care Consultant, Professions , Springfield, Illinois

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