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Job Details

Customer Care Rep II

Company name
First Midwest Bank

Location
Sycamore, IL

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Profile

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 and/or issues.

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 the Bank by providing the highest quality of service in order to retain and recruit new clients.

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.

Handle all questions concerning safe deposit box payments and bills as needed.

Participate in monthly team meetings.

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.

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/exceed sales and service goals set by Department including referral program.

COMPLIANCE DUTIES AND RESPONSIBILITIES

Monitor and ensure that the compliance functions relative to Customer Service are implemented in accordance with FMB policies and procedures.

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.

Requirements

REQUIRED EDUCATION, EXPERIENCE AND SKILLS:

High School Degree

Prior customer service experience in a contact center

Excellent communication skills with prior banking experience in Retail Deposit and Loan Operations preferred

EOE/Minorities/Females/Vet/Disability

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Please view Equal Employment Opportunity Posters provided by OFCCP here

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.

EOE/Minorities/Females/Vet/Disability.

Company info

First Midwest Bank
Website : http://www.firstmidwest.com/

Company Profile

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