Customer Inquiry Special

Hiring Immediately!

Have you wondered what it is like to work for an organization voted for one of the Top Workplaces in Hampton Roads nine years in a row? Well, we just received our ninth-year award! At Old Point, we believe that when people feel valued, respected, and included they will be more successful. This belief is a critical component to our continued success. We are committed to an equitable and inclusive environment that promotes and values diversity and reflects the communities to which we are dedicated.

Position Summary:

Under general supervision, assists internal and external customers through telephone by identifying customers' needs, clarifying information, researching issues, and providing solutions with account inquiries and maintenance requests and providing a memorable customer experience and awesome customer service. Assists in the performance of general back-room customer account maintenance and works to promote and cross-sell bank products and services to customers.

Essential Functions:

• Provides excellent customer service while performing all required duties.

• Responds to and resolves internal and external customer inquiries and requests.

• Performs routine account maintenance.

• Uses opportunities wisely to promote the bank and sell its products and services.

• Maintains appropriate files and records.

• Handles the processing of returned mail.

• Opens new accounts using applicable software and systems.

• Serves as backup to Switchboard Operator.

• Accountable for the understanding of and adherence to operational controls, policies, procedures and processes to ensure compliance with bank policies and related laws and regulations.

• Performs other related job duties as assigned.

Position Requirements (Knowledge/Skills/Abilities)

• Knowledge of customer service principles and practices.

• Basic level knowledge of MS Office with the ability to learn other job specific software applications

• Strong written and oral communication skills and ability to distill and convey information in a compelling manner.

• Skill in adapting to changes while remaining focused on goals, applies knowledge to new circumstances

• Skill in adopting technological advancements and facilitating into current and future responsibilities,

• Skill in discovering and working to meet underlying needs; following through on questions, requests, complaints.

• Ability to understand information/data; make connections; draw conclusions.

• Ability to anticipate, monitor, and meet the needs of customers (internal and external) and respond in an appropriate manner.

• Ability to work collaboratively, communicate effectively and have positive relationships with customers (internal and external).

• Ability to operate a calculator and perform basic mathematical calculations

• Ability to take responsibility for one's own performance.

• Ability to tackle a problem by using a logical, systematic, sequential approach.

Education/Experience:

• High school graduate or GED

• Previous customer service experience (financial institution preferred)

• Working experience in a Call/Contact Center in a Financial Institution preferred.

• Knowledge of call center telephony and technology preferred.

Physical Requirements

The physical demands described here 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 sit, use hands to finger, handle, or feel and talk or hear and occasionally required to stand, walk, reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision requirements for the job include close vision (at 20 inches or less) and the ability to recognize colors.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is typically indoors and in an office setting. The noise level within the work environment is typically moderate.

The specific statements shown in each section of this position description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job.

Benefits

Health:

• 3 Medical Options
• Vision
• Dental
• Fitness reimbursement
• Employee Assistance Program

Leave:

• 11 Paid Holidays
• Paid Vacation
• Paid Sick time

Financial:

• 401K- 4% company match
• Company stock purchase
• Life Insurance

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)