Connection center representative
Position Location: Sheridan, WY
Experience: Six months to two years of similar or related experience, including time spent in preparatory positions.
Education/Certifications/Licenses: High school education or GED is required.
Major Duties and Responsibilities
- Greet and assist customers with general inquiries, account information, and banking product details.
- Respond to customer inquiries via phone, email, chat, or in person in a professional and efficient manner.
- Provide accurate information regarding account balances, transactions, fees, and bank policies.
- Resolve customer complaints and issues, working closely with all departments when necessary to ensure customer satisfaction.
- Educate customers on various bank products and services, such as savings and checking accounts, and general loan options.
- Work closely with all departments and locations to provide seamless service to customers.
- Should maintain vigilance for indication of potential fraud or suspicious activities.
- Responsible for conducting accurate and courteous customer interactions, answering Connection Center phone calls, and providing resolution/escalation to complex issues on customer accounts.
- Maintain a positive and professional relationship with colleagues, contributing to a productive work environment.
- Perform notary services.
- Role is customer facing and requires a friendly helpful disposition.
- May process customer transactions, including, but not limited to, deposits, withdrawals, loan payments, and transfers.
- Assist customers with routine and general inquiries into account details.
- Verify identification and check for discrepancies in accounts or transactions.
- Perform various operational tasks as needed.
- Create customer records (CIF) in relevant systems and perform basic account maintenance.
- Assist customers with basic questions about loan applications for mortgages and loan servicing.
- Serve as general administrative support staff at location to include maintaining common areas and breakroom, ordering supplies, organizing location meetings/celebrations including food orders, and coordinating with support staff at all locations for bank-wide events.
- Handle administrative tasks such document scanning, filing, and data entry related to customer accounts or transactions.
- Actively participate in team meetings, training, and other activities aimed at improving customer experience and operational efficiency.
- May assist with monthly expense reporting.
- Other duties may be assigned; provide general support for location.
- Must comply with all company policies and procedures, applicable laws and regulations, including, but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Apply online at https://www.efirstfederal.bank/connect/careers.
