Requisition Number: 9664 Job Title: Senior Customer Care Representative Area of Interest: Branches Department: Mcknight Road Branch - 270 Location: Mcknight Road Branch Position Type: Full Time Requirements: Required Skills: High School Diploma or GED required One to Three years customer service experience and sales and cash handling, desired experience in a retail bank branch desired but not required PC knowledge, including a working knowledge of Word and Excel Commitment to superior customer service Must successfully register and maintain registration annually with The National Mortgage Licensing System and Registry in compliance with the Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act Job Description: Overview: The primary functions of a Senior Customer Care Representative are to be a customer experience champion through banking transactions, build relationships through sales and service of bank products as well as the referral of non-bank products. This role is expected to be able to complete the most complex type of branch transactions, while demonstrating selling capabilities to customers. The position requires being a Champion of First Niagaras Brand and Culture. The Customer Care Representative must meet established sales and referral performance standards. This position requires the individual to equally perform the job duties of the Relationship Banker and Teller positions. This individual will have enhanced approval authority for various branch transactions. Key Responsibilities: SALES EXPECTATIONS Prioritize and deploy the most efficient high impact sales activities to generate sales referrals and outcomes to reach goal Convert service requests and interactions to sales Onboard customers while adhering to all relevant operating standards, policies, and procedures Maximize sales efforts with walk-in opportunities Focus and exhaust proactive sales efforts with existing customers before generating your own initiatives Fully leverage available sales tools, prescribed in-branch routines, call lists and best practices to increase referral and sales activity SALES INTERACTION EXPECTATIONS Achieve sales through consistent profiling, cross-sell and follow-up activities Use CRM to document customer interactions, sales activities, facilitate follow-up and forecast sales results Consistently apply our sales model with every customer Appropriately refers customers to licensed staff to discuss appropriate financial needs for example, Investment products
Posted on: Fri, 15 Nov 2013 13:38:34 +0000
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