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About the Role
This position is accountable for helping customers via a phone channel, assisting with account reviews, transaction processing, and customer profile maintenance. Telebanker I employees identify and recommend products and services to help customers address financial needs in a referral capacity. This position also promotes and provides support of ESL’s digital channel features, including general site navigation, money movement guidance, and digital banking password resets.
Responsibilities
- Recommend and refer products and services to help customers increase their convenience and achieve their financial goals
- Accuracy in transaction processing
- Adhere to Contact Center Call Center Standards for call handling
- Adhere to work schedule
- Accurately process customer transactions and provide appropriate recommendations to customers who may need guidance in identifying the best solution to meet needs.
- Support the Voice of Customer process by documenting customer feedback in the VOC database
- Effective use of system tools to problem solve
- Transitioning call to Telebanker II when call complexity exceeds scope of role
- Act as the first line of defense against fraud and scams which place customer account security at risk.
- Strict adherence to verification processes for authenticating customer identities, verifying transactions, and confirming sensitive information to prevent fraudulent activities
- Deliver information to customers on identifying and preventing fraud.
- Sensitivity to unusual behavior, inconsistencies in information provided, or requests for sensitive information
- Escalate issues to higher authorities when necessary
- Active participation in Voluncare
- Model ESL’s core values
- Engages in continuous self-development
- Openly accepts feedback to improve performance, and offers feedback for an improved experience
- Is engaged in coaching activities
- Consistent reliability and dependability in fulfilling job responsibilities
Requirements
- High School diploma or High School equivalency diploma required
- Min 1yr customer service and/or sales experience in a retail/sales environment
- Comfortable working with a variety of computer applications
- Effective verbal communication skills
- Ability to identify opportunities to deepen customer relationships
- Ability to maintain poise and professionalism under pressure
- Prior banking experience preferred
- Demonstrate alignment with ESL’s Core Values, mission, vision, and Purpose to help our community thrive and prosper
Skills
- customer service
- sales
- computer applications
- verbal communication
- fraud prevention
Location
- Remote
Work Type
- Hybrid
- Remote eligible for up to 50% of the time
- Full-time
Experience Level
- 1 year
Education Level
- High School diploma or High School equivalency diploma
Salary/Compensations
- $22.02/hr
- Opportunity to advance to a level II
- Annual performance-based incentive
Benefits
- Wellness program
- Family assistance plan
- 401k with match
- Paid volunteer time
- Learning & Development training
About the Company
- ESL offers a competitive benefits package which focuses on providing a work life balance for all employees.
- We’re committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.
Equal Opportunity
- We’re committed to diversity, equity, and inclusion. We believe we are a stronger, more successful organization because of this commitment. We strive to ensure a robust talent pool of qualified candidates with a variety of skillsets and capabilities for all our openings. We hire great people and welcome all new hires to our award-winning work environment, which has been recognized by the Great Place to Work Institute since 2010.