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Sales & Service Center Specialist (I, II, III)

Company: Renasant
Location: Lawrenceville
Posted on: November 19, 2021

Job Description:

Overview This is a non-exempt position responsible for delivering an exceptional customer experience through inbound & outbound service interactions with customers & prospects through a variety of multi-media touch points (phone, online, virtual teller, email, direct mail, chat). Responsibilities * Provide exceptional customer service experience for through resolution as defined and measured according to corporate/departmental service level objectives. * Adhere to regulatory guidelines for customer authentication and product disclosures. * Maintain confidentiality and security of customer information according to regulatory guidelines and company policies. * Resolve customer requests through proficient use of the system tools, research and navigation within the organization, or escalation to an appropriate resource. * Capture customer information in the core system or CRM database that promotes Know Your Customer as related to their Profile, Relationship, Preferences, and Interactions. * Seek opportunities to differentiate the customer experience through identifying solutions suitable for customers' current or future needs based on life events and risk tolerances. * Open New Accounts and reassign existing accounts to more suitable products & services. * Stay current on changes related to products, services, features, processes and procedures in order to respond proficiently and confidently to customer inquiries and requests. * Stay current on industry trends (market conditions, regulatory changes, and competitor offers) to be effective in responding to customer inquiries and needs. * Other related duties as assigned. Compliance Accountability: * Responsible for compliance with all regulations, laws, and bank policies and procedures that pertain to your day-to-day job responsibilities * Responsible for maintaining a working knowledge of all compliance regulations pertinent to your assigned duties by successful completion of any courses assigned on a timely basis * Responsible for adherence to the Bank's Code of Professional Ethics and Conduct as well as observing and promoting compliance with the Code among fellow bank personnel, customers and vendors Qualifications * High School diploma required; College experience preferred. * Minimum of one year experience in services industry required, retail banking preferred. * Proficient keyboard skills with proven experience working with Microsoft Office Tools. * Proficient telephone etiquette skills including the ability to effectively communicate with people at all levels and from various backgrounds. * Excellent customer service skills in clear & concise delivery, diction, and listening. * Clear & Proper presentation in verbal and written communication skills. * Acute attention to detai. * Effective decision making and problem solving skills. * Flexibility with work schedule. * Bilingual, preferred. Further consideration will be given based on the following skills and behaviors: SSC Specialist I SSC Specialist II SSC Specialist III Performance Expectations (post completion of training): * Follows procedures * Meets service objectives * Adhere to regulatory guidelines & data security * Meets attendance and punctuality guidelines * Meets expectation of QA with all scores > 2.8 Performance Expectations: Specialist I skill set plus 2 or more of the below: * Meets/Exceeds service objectives * Proven cross-sell / referral capability * Exceeds expectations of QA with average score > 3.75 Performance Expectations: Specialist I/II skill sets plus 2 or more of the below: * Exceeds service objectives * Proficient conversational knowledge of products, services, features, benefits (per QA) * ITM Specialist skills * Bilingual (English/Spanish) Key Skills & Behaviors: * Active listening * Attention to detail * Adaptability to change * Team player * Promotes suitable products & services * Periodically identifies cross-sell opportunities Key Skills & Behaviors: * Communication is conversational * Renasant brand ambassador * Displays a high level of knowledge of product features and benefits * Coaches others on best practices * Handle complex requests * Frequently identifies cross-sell and enrollment opportunities Key Skills & Behaviors: * Proficient interactions with a genuine calm, and confident delivery * Accounts Opening Skills * Routinely identifies cross-sell/enrollment opportunities Experience: Financial Services or customer facing experience preferred Experience: Minimum 2 years customer facing and/or contact center Experience: Minimum 3 years customer facing and/or contact center Physical Demands The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus. Work Environment The Bank's professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and propriety information within the working environment, therefore, must uphold confidentiality at all times. Due to the possibility of being exposed to high risk situations (i.e. robbery), detailed instructions and procedures are required to be followed at all times to safeguard the Bank's employees, customers, and assets. The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. The principal duties and responsibilities enumerated are all essential job functions except for those that begin with the word "May". This job description is intended to describe the normal level of work required by the person performing the work. The principle duties outlined are the essential responsibilities and duties. Other duties may be assigned as needs arise. This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description. All requirements may be modified to accommodate physically or mentally challenged staff members reasonably.

Keywords: Renasant, Roswell , Sales & Service Center Specialist (I, II, III), Sales , Lawrenceville, Georgia

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