Customer Service Representative (Honor Bank)
Competency-based
ONET: 43-4051.00
1
Years
34
Skills
150h
Related instructions
Classroom instruction topics
- Bank Security: Operating Procedures
- Bank Secrecy Act and Anti-Money Laundering: Essentials
- Bank Secrecy Act: How to Comply
- Frontline: Check Fraud Prevention
- Frontline: Identity Theft and Elder Abuse
- Frontline: Money handling
- Preventing Workplace Harassment for Employees
- Privacy for Frontline Representatives
- Reg CC: How to Comply
- Reg E: Electronic Fund Transfers and Overdraft Compliance
- Reg E: Handling Errors and Complaints
- Teller Success: Negotiable Instruments
- Understanding Office of Foreign Assets Control
- Workplace Violence
- 10 Day New Customer Service Representative Training
- Handling and Sharing Sensitive Information
- Creating strong passwords
- Your role: Internet Security and You
- Social Engineering and Red Flags Course
- Customer Conversation Training (2) three hour sessions
- 2022 Common Threats
- Security Awareness Assessment (all employees)
- Security Awareness Training (job specific)
- Introduction to Ransomware
- Phishing Tests/Training (4x per year)
- New Employee Orientation training with the President & CEO
- Jack Henry University Courses- Various
On-the-job training
- Competencies
- Demonstrates the highest level of customer service with effective resolution
- Demonstrates proactive customer management
- Delivers customer product education
- Determines and resolves root causes to customer concerns and inquiries
- Identifies appropriate revenue and service enhancement opportunities
- Explores customer needs to develop loyal and profitable customers
- Handles cash and other payment arrangements activities as appropriate
- Demonstrates world-class skills in courtesy, concern, timely resolution and relationship building
- Demonstrates knowledge of the processes and products in retail banking at Honor Bank
- Demonstrate proactive identification of issues
- Handles inbound calls routed from the Help Center
- Handles interactions effectively with all customers
- Resolve customer inquiries through face to face interaction and potentially other platforms
- Interact with customers via the phone and other platforms as necessary
- Possess strong written and interpersonal skills
- Create and execute orders in collaboration with other team members
- Follow-up to ensure resolution of difficult situations
- Adapt to the individual needs of a diverse customer base
- Provide proactive solutions to increase the overall customer engagement and growth
- Maintain strong relations with cross-functional teams to drive solutions
- Perform a wide variety of job responsibilities driven by the individual needs of the customers
- Respond to customer inquiries
- Resolve customer escalations
- Deliver customer solutions
- Utilize boundless approach to resolution within the communities they serve
- Generate team-oriented solutions: Gather information from customers; Provide information on available products and services
- Customer Interaction: Manage transactions in a timely manner; Engage customer in positive and friendly manner; Understand customer needs; Demonstrate value of service to customer
- Accounting and Recording: Update accounting documentation as needed or required; Follow policies and standard operating procedures
- Behavioral Competencies: How to speak appropriately; How to handle questions without answers; De-escalating conflicts or high-stress situations; Body language (reading and controlling); Maintaining a positive attitude
- Deposits: Verify and certify customer deposits; Place holds on checks, if necessary, under Regulations
- Cash Transactions: Cash withdrawals from savings - verify proper identification and verify funds are available; Change orders-prepare money; Cashed checks - verify proper identification and ascertain possibility of check being returned, get proper identification from supervisor
- Negotiable Instruments: Personal money orders; Bank money orders; Cashier Checks; Travelers Check
- Balancing: Verifying that debits match credits (vice versa) for each transaction; Reconciling system totals to cash totals; Count cash drawer
- Security: Maintain clean and organized area; Bait money, dye pack, or other security devices; Knowledge of alarm system; Robbery procedures; Fraud - be aware of check kiting processes and check fraud (also includes internet fraud)
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