Customer Inquiry Specialist

Position Summary: Under general supervision, assist internal and external customers through telephone by resolving routine account inquiries and maintenance request. Assist 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.• Performs all work in compliance with applicable regulations/policy and procedures.• 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 duties as assigned.

Position Requirements (Knowledge/Skills/Abilities):• Skill in providing excellent customer service and cross-selling financial services/products.• Ability to operate a calculator and perform basic mathematical calculations.• Basic knowledge of MS Word, Excel and Outlook.• Must be fully bilingual/fluent in English and Spanish (speaking, reading, and writing).• Excellent verbal and written communications skills.• Excellent relationship building and interpersonal skills.

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 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.

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)