Customer Experience Banker I
Macatawa Bank Careers
 Holland, MI

Requisition Number: CUSTO01771

POSITION SUMMARY:

To provide outstanding customer service to all internal and external customers. Offer first line assistance for basic account information and answer questions regarding products and services.

ESSENTIAL FUNCTIONS:

Customer Service and Sales Support

Professionally answer incoming calls or chats from external customers in a friendly and compassionate way.

Assist Branch/Department staff with customer questions.

Answer on average 60 80 calls per day on a wide variety of topics, including:

o Bank account questions

o Basic Debit card questions

o Personal Online & Mobile Banking questions

Route other calls in a manner appropriate with department procedure.

Investigate customer inquiries and respond in a timely manner.

Aptitude to make good decisions in all situations.

Ability to work independently and as a part of a Team.

Explain Bank services and fees; assist customers in changing to correct products.

Focus on maintaining customer relationship through cross selling of bank products and services.

Department Tasks

Respond to customer inquiries including emails, chats, voicemails and website form submissions.

Assist in departmental projects as needed.

Complete ongoing education and eLearning requirements.

Proactive Listening and Sales Referrals

Proactively recognize customer needs and refer to appropriate business partners.

MORE ABOUT THE ROLE:

Qualities

Outgoing

Friendly

Personable

Multi-tasker

Positive attitude

Support