Customer Success Specialist – Bilingual

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Job description:

The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.

• Responds to incoming telephone calls, emails, appointment requests and live online chat requests in a timely and efficient manner while striving to surpass industry response time standards all in a cordial and outstanding manner
• Answer customer inquiries promptly and correctly including but not limited to transaction accounts, CDs, IRAs, consumer loans, electronic banking, ATM / Debit questions, rates, and promotions
• Attend, participate, and request regular training to improve knowledge and performance level
• Complete and authorize wire transfer requests from customers over the telephone or VIA fax by way of agreement or one-time exception with approval limit of 250K
• Perform oFlow (Online Account) maintenance to new incoming accounts and perform consistent outreach
• Completion and tracking of privacy notices
• Maintain a communicative relationship with IT and vendor Zoom to ensure the network/phones are running at utmost efficiency for expected customer experience
• Perform internal account transfers, loan payments, safety deposit box payments, limit increase requests, and CD renewals without error
• Perform outbound sales calls in conjunction with Retail and Marketing campaigns when called upon and being available to assist Deposit Operations with any customer outreach
• Perform outbound Business Online Banking concierge calls
• Remain vigilant and work closely with Security to intercept any suspicious account/online activity preventing the bank from any loss
• Serve as contact point for retail network, existing customers, and perspective customers while serving as a backup for all facets of the bank; particularly Deposit operations; maintaining expertise in:
  • Online Banking: Enrollments, Log In assistance, mobile banking/deposits, MT functions, MX Money, Transfers, Quickbooks/Quicken, DNA Agreements, Bill Pay, Fraud, Business Banking, etc.
  • ATM / Debit Cards: Transaction Research, Travel Exemptions, Fraud CaseTrackers, Order/Activation/PIN, Limit Questions, Tokenization, etc.
• Handle and process incoming mail as directed

Perform other tasks as directed by Customer Success Manager and SVP, Director of Retail

Penn community Bank is an equal opportunity employer.

It is the policy of Penn Community to provide equal employment and advancement opportunities to all individuals. For this reason, employment decisions at Penn Community will be based on merit, qualifications, and abilities. Except where required or permitted by law, employment practices will not be influenced or affected by an applicant’s or Team Member’s race, color, religion, sex, national origin, age, sexual orientation, physical or mental disability, veteran status, or any other characteristic protected by law.

 

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