Outreach Specialist Job at Brentwood Bank
Customer Support and Outreach Specialist
This position has the ability to work a hybrid remote model after training and certifications are met. The ideal candidate is someone who has excellent verbal communication and listening skills, strong history of excellent customer service and an early adaptor of technology and applications. This is a full-time position working a variable/rotating schedule between 7:00am and 7:00pm
Brentwood Bank is an innovative, customer-focused community bank with one mission; to provide our customers and communities with excellent service. Everything we do and every decision we make is done to support that goal. We are looking for exceptional people with a positive attitude, willingness to help our Bank continue to be successful, and be part of a great team. We are recruiting for a Customer Support and Outreach Specialist at our Corporate Office located in Bethel Park.
Summary of Basic Function:
This role is responsible for providing outstanding customer support, education and problem resolution for Brentwood Bank customers and prospects in a Call Center environment. Enhances the overall Bank brand and customer loyalty by creating noticeably superior customer experiences on each call. The selected candidate must be willing to enthusiastically assist Brentwood Bank customers and fellow team members with most deposit related issues and common loan related issues. Refers customers to appropriate bank experts as necessary.
Essential Duties and Responsibilities:
- Provide specialist customer service assistance and initiatives. Supports and provides customers with problem resolution, issues, or questions pertaining to the Bank’s dedicated suite of products and services. This includes online banking, telephone banking, mobile applications, commercial Cash Management, and other related services.
- Receives, investigates, and responds to customer inquiries regarding products, services, and issues.
- Efficiently prioritizes case load to respond and process customer needs in an appropriate time frame. Resolves customer inquiries and issues. Recommends appropriate solutions.
- Identify customer needs and cross-sells additional Bank products and services when appropriate.
- Actively participate in ongoing Bank sales initiatives Provide referrals to other departments as necessary.
- Consistently apply all steps in the On-Boarding process for all new Retail customers.
- Document all customer communications, interactions, referrals, and preferences in the Customer Relationship Management (CRM) system.
- Enhance customer relationships through personalized communication and recognition of special events such as birthdays, significant anniversaries, etc.
- Provide primary back-up for the reception desk as needed.
- Process all non, in-person wire transfers under dual control according to established procedures.
- Assist with customer notifications for compromised Debit Card situations or similar situations.
- Documents, and services accounts in support of the Relationship Banking team.
- Maintains high level of internal and external customer service consistent with the Bank’s core values.
- Maintains familiarity with laws pertaining to the sale of financial institution products and services.
- Promote internal communications with all Bank departments to ensure quality and consistency in the Bank service offering.
- Represent and promote favorable image and uphold the Bank reputation through involvement in community activities.
- “The Voice” of Brentwood Bank when working with customers – responsible for complete and thorough knowledge of offered Bank products and services.
- Will work with customers on cash management setup and training, merchant services set up, training and installs and remote deposit training and installs.
- Ability to multi-task and handle stressful situations and large call volumes.
- Assists in training co-workers as assigned.
- Other duties as assigned.
Knowledge, Skills, Abilities, and Requirements:
- High School Diploma required.
- Current hours of operation are 7:30am to 7:00pm. This position may require working evenings and Saturdays.
- Outgoing, friendly personality with a heart for serving customers.
- Demonstrated superior customer service, sales and communication skills.
- Early adaptor of technology.
- Ability to work independently and efficiently.
- A strong ability to be self-motivated to provide exceptional customer service.
- Job requires the ability to multi-task many projects and services at once while maintaining strong attention to detail.
- Excellent organizational and time management/prioritization skills.
- Excellent computer skills with working understanding of web browser and security settings.
- Job requires the ability to see fine print on printed material as well as small lettering on a computer screen.
- Job requires the ability to hear and listen to customers in person and on the telephone and clearly communicate with the customer.
- Job requires the ability to sit for long periods of time.
- Job requires keystroke finger abilities, bending or stretching for short periods of time.
Benefits
At Brentwood Bank, we know that great people make a great organization. We value our people and offer our employees a broad range of benefits to support wellness for individuals and families.
Our People and Culture
Brentwood Bank is committed to a diverse, equitable, and inclusive culture that empowers our people contribute their unique ideas and perspectives to make a difference. Brentwood Bank creates a strong relationship within the communities we serve and will continue to contribute our time, talent, and financial support to improve the areas where we live and work. Here, you will work alongside company leaders and industry pioneers who have proven experience and are committed to continuous innovation. Employees feel valued in all aspects of their lives, including both their professional and personal aspirations. We are looking to hire the best and brightest to help use continue to evolve and drive superior services.
Professional Development
From entry-level employees to senior leaders, we believe there is always room to learn. We offer opportunities to build new skills, take on leadership opportunities, and grow connect through mentorship. From on-the-job training to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
Brentwood Bank is an EOE AA M/F/Vet/Disability Employer
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