The CCC’s mission is to provide solutions to internal/external customers who call for information and guidance in regards to INB’s product lines. Responsible for providing product and service support via the telephone, email and live chat through our website; will also be responsible for outbound calls for follow-up and for providing awareness of new products and services INB offers. Additional responsibilities include, logging returned mail, resource for on line banking inquiries from staff and customers, managing the Nu Fund and Customer Service emails.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Promptly and courteously answer and resolve all customer issues that come through the phone queue, email or live chat in accordance with INB Communications Policy either on their own or with the assistance of management or other department personnel.
Interviews customers to obtain information and explain available financial services such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit, savings bonds, and securities.
Assist personal and commercial customer inquiries, problem resolution, complaint management, product information, managing referrals, opening and closing all types of deposit accounts (checking, savings, CDs, IRAs, safe deposit boxes, etc.).
Develop a working knowledge of all products and services offered by INB including internet banking, loan, mortgage and Online Banking systems and products in order to answers customer inquiries.
Must have a “how can I help you” attitude at all times and be focused on a team atmosphere…. ready & willing to jump in and help in any capacity.
Responsible for assisting customers with their current needs, while continuing to look for other cross-sell opportunities for INB products and services. This includes identifying and acting on opportunities to refer customers to specialists that handle other product lines in the bank.
Ability to ask questions in a conversational manner, paraphrase information for clarification and need development, then go from a service provider to a salesperson, and ask for the order.
Adhere to all INB policies and procedures relative to the CCC job function (i.e. CIP, BSA, Reg CC, etc.).
Maintain an effective follow-up process by using the Customer Relationship Manager (CRM) program in NuPoint and to any Quality Control/Pending items.
Actively complete Creating Loyal Customer (CLC) process with new and existing customers, as appropriate.
Actively participate in departmental and bank-wide contests.
Engage in personal development activities such as online learning and internal/external training to assist in career growth
Maintain a professional manner and appearance, as outlined in the INB Dress Code Policy, and a neat and orderly work area.
Perform other related duties as assigned or requested.
This job has no supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Associate's degree (A.A.S.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. Banking experience preferred.
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
The ideal candidate should be outgoing and energetic and have excellent organizational, communication and phone skills.
They must be self-motivated with the ability to develop a thorough knowledge of the products and services offered by INB.
They should also have good active listening skills, with the ability to interpret vocal queues and engage the customer in a conversation while showing patience and empathy.
They must have a “how can I help you” attitude at all times and be focused on a team atmosphere.
The ability to work in a highly structured environment, with scheduled breaks and lunches, non-traditional hours, be able to multi-task, adhere to standards and adapt to change.
Have excellent attendance and punctuality.
To perform this job successfully, an individual should have knowledge of Internet software; Spreadsheet software and Word Processing software.
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.
The employee must occasionally lift and/or move up to 25 pounds.
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 above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.
ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for American with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
Illinois National Bank is committed to Equal Employment Opportunity with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment. It is INB's policy to afford equal opportunity to all employees and applicants for employment without regard to race, creed, color, sex, sexual orientation, age, marital status, national origin, disability, religion, veteran status, or any other basis prohibited by law. The EEO Law poster is available here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
About ILLINOIS NATIONAL BANK
At INB, a career represents our active commitment to serve businesses in our local community. We continually invest in our employees and in new technologies so that we can provide the most effective, efficient solutions at a reasonable cost. With multiple locations throughout central Illinois, INB has long been considered one of the best places to work locally. And our team at INB truly makes the difference in our community. Our outstanding customer service and loyal customer base would not be possible without a strong staff who cares about our customers and our community. In return, INB offers an extremely competitive benefit package.Full-time employee benefit options include:-Health insurance-Dental insurance-Life insurance-Disability insurance-Supplemental insurance-Medical Reimbursement plan-Dependent Care Reimbursement plan-Tuition Reimbursement plan-401(k) plan with company match-Paid benefit time (holidays, vacation, personal, sick)-Philanthropic programIllinois National Bank is committed to Equal Employment Opportunity with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment. It is INB's policy to afford equal opportunity to all... employees and applicants for employment without regard to race, creed, color, sex, sexual orientation, age, marital status, national origin, disability, religion, veteran status, or any other basis prohibited by law.