Under general supervision, provides banking and financial services with established objectives of selling new or additional products or services to customers. Serve as a point of contact for customers and clients. Quickly establishes and maintains rapport with all callers, and works diligently to identify nature of call or problem in earliest dialogue.
Job Duties and Responsibilities:
Facilitates the telephone banking services in a call center environment; answer all calls according to established guidelines and standards of practice; provide banking services and promote the banks products.
Receives routine and general calls concerning the banks products and/or services; may be required to place calls when necessary.
Assists customers and clients with routine request regarding their account(s).
Addresses customer inquires regarding pending request, discrepancies, statements, check holds, overdrafts, service charges, etc.; resolve routine complaints or concerns; may forward complex and/or unusual request to a supervisor or manager for resolution.
Utilizes a software program to document, track, and monitor each call received; process routine request and associated paperwork; and follows-up on any and all pending request previously submitted or unresolved.
Responsible for contributing to bank deposit growth through referrals, product solicitation, etc.; utilize the needs based sales concept; utilize the needs based sales concept; identify customers needs and match other bank services and products to those needs; participate in training on various products and services available for solicitation.
May assist in orienting and training new team members; may assist less experienced Specialist as needed.
Demonstrates the Customer Covenant each day through always providing the highest level of customer service.
Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
Performs other related duties as assigned.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace.
Minimum Education: High School Diploma, GED, or equivalent.
Required Experience: Two (2) years of contact center or banking experience
Required Skills & Abilities:
Basic knowledge of all banking transactions and account establishment guidelines and processes.
Effectively uses questioning and relating skills to maintain control of all call situations
Competent in using Microsoft Word and Excel.
Good verbal and written communication skills.
Strong customer service skills and the ability to convey information in a receptive manner.
Good telephone etiquette skills.
Ability to properly document information.
Preferred Knowledge,Skills, & Abilities:
Good selling skills and the ability to close a sale.