Bank Call Center Representative [Full-Time]

BankFinancial Orland Park, Illinois
call center representative loan calls registrations accounts call center representative customer service transactions retail ach setup
Job Description

Summary: Responds to inbound calls from existing customers, potential customers and loan / deposit queries from the branches

Essential Duties And Responsibilities

Provides exceptional customer service to both external and internal callers.
  • Cross-sells additional Bank products based on customer needs.
  • Fields loan calls from existing customers with questions about their mortgage, home equity loan, overdraft protection and loan on deposits.
  • Answers incoming customer calls regarding account information, products and services, and bank mailings, notifications, and alerts. Routine requests include:
  • Fee reversals
  • Check orders
  • ATM/Visa Check card support including new or replacement cards, lost or stolen cards, debit card limit increases, returned cards, disputed transactions, and special card delivery requests
  • Telephone transfers
  • Stop payments
  • Address changes and other file maintenance
  • Retail and Business Online Banking support including login and registration issues, bill pay, Bank to Bank transfers, POP money, and online statement registrations and cancellations
  • Mobile Banking registrations
  • Bank-By-Phone registrations and resets
  • ACH disputes
  • Returned mail
  • Savings Sweep setup
  • Combined Statement setup
  • Lost or stolen account information
  • CD Inquiries and rollovers
  • Purchase Rewards support
  • Duties may include completion of loan servicing requests:
  • Contacts collection customers who have either matured or are delinquent on their loan accounts. Obtains commitment agreements following Investor guidelines as appropriate. Documents the IBS On-Line Collections system as necessary.
  • Completes Verifications of Deposit, deposit confirmations, and Social Security Verifications.
  • Assists with fielding commercial loan calls for various campaigns.
  • Duties may include completion of Commercial Deposit, Business Online Banking and Treasury Management requests:
  • Assists with Business Online Banking set-ups and changes
  • Supports a business customer with RDC, Wire Transfer and ACH questions and issues.
  • Assists with fraud investigations and customer fraud follow-up
  • Maintains service matrix minimums defined by Call Center Management.
  • Regularly meet or exceed daily call volume ready time. Responds to Retail and Business secure and unsecured chats.
  • Responds to customer unsecure emails.
  • Documents and researches customer inquiries on their accounts. Follows up with customers after research is completed and problem is resolved or can be explained.
  • Completes incoming task requests from internal departments, branches and customers.
  • Posts teller transactions for Deposit Operations.
  • Completes all required training.
BankFinancial is an Equal Opportunity Employer (minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity)

Required Experience
  • High school diploma or general education degree (GED)
  • At least two years of bank call center or client representative experience
  • Experience supporting online banking systems preferred
Keyword: Customer Service Representative, Call Center Representative, New Accounts, Online Banking,

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