Customer Care Consultant
Company: ILLINOIS NATIONAL BANK
Posted on: June 15, 2019
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
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.
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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