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
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June 17, 2022
BankFinancial
Orland Park, Illinois
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.
Required Experience
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.
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
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