Customer Solutions Representative

We will earn our customers' business every day, by being the very best at what we do. FRANKLIN SAVINGS BANK Functional Position Description Customer Solutions Team Representative Non-Exempt Service Criteria All individuals holding positions within Franklin Savings Bank are responsible for conducting themselves in a manner consistent with FSBs Pledge of Excellence. The Pledge of Excellence describes standards of conduct that will be consistently demonstrated with customers and coworkers. These include Accuracy, Quality Service, Professionalism, Confidentiality, Teamwork, Respect, Timeliness, Innovation, Communications, and Enjoying the Journey. All employees are expected to be familiar with the descriptions of these standards and to understand the importance of consistently demonstrating them while performing their duties. Purpose Following the banks Mission and Vision, the goal of this position is the address all telephone inquiries and problems at point of first telephone contact with the bank. The Customer Solutions Team Representative provides efficient, accurate and professional service to new and existing customers. Service will be provided to customers with a consistent level of quality service, recognizing the need to retain and expand our customer relationships. This position is accountable to the Customer Solutions Team Manager. Duties and Responsibilities Resolve customer complaints and/or answer questions with regard to products and services offered by the bank and its subsidiary Independence Financial Advisors (IFA). Remain properly trained and educated on products and services offered by the bank. Provide remarkable customer service through all customer interactions. Compute financial fees, interest and service charges. Function as a support resource for various departments or initiatives as needed. Adhere to all operational controls, including legal, corporate and regulatory policies and procedures to ensure the safety and security of customers and bank assets. Maintain a thorough knowledge of bank products and services, including all electronic service channels. Drive efforts in the department to identify and implement a positive overall customer experience which will build customer loyalty and enhanced relationships. Present a positive, friendly and professional image to customers and fellow employees. Identify sales opportunities and make referrals which support the sales efforts of the bank. As a participant in the Bank's Incentive Plan, must, at a minimum, meet individual performance expectations which will contribute to the attainment of the department goals. Promote team efforts in all areas. Satisfactorily complete required compliance training and comply with all regulations which apply within the scope of the position. Properly identify customers to protect both the customer and the bank from loss. Use all sales tools, including profiling customers needs through the use of various technologies to ensure a consistent and valued customer experience. Refer customers to the proper individual or department for services that cannot be resolved at the first point of contact. Deepen customer relationships by effectively cross-selling bank products and services in line with the banks strategic objectives. Resolve account service issues and respond to customer inquiries promptly and effectively. []{style="font-size: 7pt; font-family: 'times new roman'; font-stretch: normal; font-st "}