Customer Service Specialist-Extended Hours (Work from home flexibility) ID-2515

December 3, 2024

GENERAL FUNCTION:

Responsible for delivering enthusiastic, professional quality service to customers as well as bank personnel with regard to all financial products and services offered through traditional and/or digital channels. Serves as a service center liaison outside of normal business hours.

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MAJOR DUTIES AND RESPONSIBILITIES:

Efficiently serves the needs of internal and external customers. Answers inbound telephone calls, responds to customer inquiries and problems concerning their accounts, and gathers necessary information to document and resolve customer problems. Maintains telephone call statistics and documents account information on the computer for each customer. Adheres strictly to privacy of customer information in a remote environment. Processes telephone transfers and loan payments; quotes loan payoffs; and processes stop payments requests made by phone. Monitors, answers or forwards all e-mail records received to the appropriate department or person. Monitors and responds to online chats from website. Maintains and applies knowledge of regulations governing transactions in relation to banking services including but not limited to demand deposits and savings accounts. Resets electronic banking PINS, duplicates statements requests, and answers debit card inquiries. Assists customers with Internet Banking and Bill Pay. Resets passcodes, assists with log-in, or guides through Internet Banking website. Responsible for answering debit card inquiries, including reset of PINs and ordering replacement cards. Video Teller assistance for ITMs ADDITIONAL RESPONSIBILITIES: Maintains accurate department records. Keeps abreast of all bank products and services. Cross-sells to existing and prospective customers.Identifies sales referral opportunities and makes appropriate referrals and participates in sales campaigns as identified. =html - Performs any other duties assigned by supervisor.

JOB QUALIFICATIONS:

High school graduate or equivalent. Extensive knowledge of deposits, loans and banking products and services with a minimum of two years customer service experience or related experience. Financial Call Center experience preferred but not required. Ability to work independently. Ability to perform repetitive tasks. Ability to work from home remote position. Ability to sit for extended periods of time. Ability to travel to office for periodic meetings and training. Ability to multi-task Ability to work outside normal banking hours Good working knowledge of Microsoft 360 (Excel, Word, Outlook, etc.) Attention to detail Relationship builder Flexible and dependable Good communication skills, both verbal and written. Demonstrates proficiency and commitment to excellence in performance of duties.

STANDARDS OF PERFORMANCE:

Report to work in a timely manner using secure remote connection. Complete work accurately and efficiently. Avoid Distractions Use the right technology and follow the "Work from Home" guidelines. Maintain positive work-environment with co-workers and customers. Conduct customer relations in a manner that will enhance the overall marketing effort of the bank. Provide courteous and professional service to all customers. Requires ability to work well with others. Exemplify the Bank's Core Values; Professionalism, Accountability, Inclusion, Integrity and Respectfulness. Follow all company policies and procedures. Must meet technical requirements. Internet Speed Test must be met to support technical requirements; 10 Mbps download/5Mbps upload, with a latency of 50ms or less. CBS Banc-Corp CBandS Bank And Its' Affiliates (The Company) Remote Worker Agreement Scope of Agreement: Employee agrees to perfo m services for CBS Banc-Corp, CBandS Bank and its affiliates (the Company) as a "Remote Worker." Term of Remote Worker Agreement: This Agreement shall become effective as of _ and shall remain in full force and effect, as long as the Employee works remotely, unless the agreement is terminated. Employment At Will: Both parties understand the employment of the Remote Worker is on an "at-will" basis which means that either party may terminate employment at any time, for any reason whatsoever, with or without cause, except as prohibited by applicable federal or state law. This Agreement isNOTa contract of employment and may not be construed as such. Termination of Remote Worker Agreement: Either party may terminate the Remote Worker Agreement, with or without cause, upon reasonable notice to the other party. The Company will not be responsible for costs, damages or losses resulting from cessation of working remotely. The Employee may be directed to a Company onsite location except in cases of a separation of employment. Job Performance/Impact: This agreement is subject to, but not limited to, the employee satisfying the following conditions on a continuing basis: The employee shall perform all job duties at a satisfactory performance level The employee's work schedule does not interfere with normal interactions with his/her supervisor, co-workers or customers The employee's work schedule does not adversely affect the ability of other company employees to perform their jobs Work hours: Remote work hours will be defined by bank management and should not be changed unless approved by bank management. In the event that overtime is anticipated, this must be discussed and approved by bank management in advance. The employee will remain accessible and productive during the agreed upon work schedule. Employees further agree to report to the appropriate company onsite location when designated by his/her manager for various reasons which may include departmental meetings, training, and other events. Workspace: Employee agrees to designate a workspace within their remote work location for placement and installation of equipment to be used while working remotely. Employee agrees to maintain this workspace in safe condition, free from hazards and other dangers to themselves and equipment. The Company reserves the right to approve the chosen remote workspace. The Employee agrees that Company personnel can make on-site visits upon reasonable notice to the remote workspace for the purpose of determining that the worksite is safe and free from hazards, and to maintain, repair, inspect or retrieve company-owned equipment, software, data or supplies. The Employee is not permitted to hold business meetings with internal or external clients, vendors or colleagues at his/her residence. Virtual Meetings/Call: When an Employee can be seen or heard during a virtual meeting/call, he or she will adhere to the following: Avoid background noise. Avoid eating, smoking or vaping. Keep yourself muted during video or audio conferencing unless you are speaking. Follow the bank's "Personal Appearance Dress Code". Give your full attention to the meeting or customer as if you were face to face. The CBandS Bank background screen provided by the Marketing Department and supported by the Technology

Customer Service Specialist-Extended Hours (Work from home flexibility) ID-2515

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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DISCLAIMER

Other Jobs You May Be Interested In

Customer Service Specialist-Extended Hours (Work from home flexibility) ID-2515

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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