·Respond to all telephone calls in a professional, courteous manner that presents the proper image of the Bank and meets the service standards established for the Visa/Call Center.

·Assists customers with bank related questions, problems and concerns while following the Bank’s policies and procedures.  Processes necessary follow-up correspondence, transactions and maintenance.  Communicates customer comments, problems, requests and needs to the appropriate department(s).

·Actively suggests additional Bank products to customers.

·Demonstrates ability to navigate the Internet while interpreting and resolving customer Internet issues.

·Resolves Internet bill payment issues.

·Participates in training and coaching sessions to meet service standards and sales goals.

·Telephones customers and potential customers to follow-up on direct mail advertising, maturing certificates and other potential sales opportunities.

·Plans and conducts training for other members of the department.

·Provides immediate coaching and feedback to other Visa/Call Center Representatives to assist in dealing with customers, especially in complex and sensitive situations.

·May be required to prepare incident reports and provide information used in performance appraisals to the Visa/Call Center Supervisor.

·May be required to develop and prepare management reports that identify call activity within the Call Center.

·Answers questions on Visa accounts for customers and branch personnel.  Researches and resolves complex and non-routine transaction problems and notifies customers and branch personnel of actions taken.

·Accepts, verifies and processes Visa card blocks as requested by customers or branch staff.

·Accepts and processes Visa applications.  Accepts and verifies Visa account reactivation and replacement cards.  Prepares appropriate documentation for logging customer information.

·Accepts, verifies and processes documentation from branches and/or customers regarding lost or stolen cards.

·Responds to inquiries from customers and/or branch staff relative to account balances or card increases.

·Reviews various reports and makes corrections if necessary, ensuring that data has been input properly.

·Authorizes reversal of customer fees up to $100.

·Prepares written correspondence to customers informing them of the status of their applications or other related matters.

·May prepare various reports as appropriate.

·Understands and is proficient at using the check card embossing machine.

·All other reasonable duties as assigned.  

Recommended Qualifications:

·Minimum three years experience in a customer service related environment;

·One year experience in the financial service industry, preferably in retail banking;

·One year of experience in a customer service department, either in person or via phone;

·Working knowledge of Bank’s on-line system;

·Basic typing and calculator skills;

·Trained in Microsoft Office Suite;

·Excellent oral and written communications skills; and

·High school diploma preferred.