POSITION SUMMARYUnder close supervision, this position responds to basic customer inquiries regarding deposit and loan accounts as well as services offered by the bank. Agent will need to reach individual service goals and minimum sales goals. This is the less experienced of the 2 levels. Incumbent is expected to handle routine and basic duties of the job.MAJOR JOB RESPONSIBILITIESIndependently responds to customer inquiries regarding all loans and deposit accounts ensuring security procedures are not breached. Resolves customer concerns and distributes all relevant data gained from call center contacts to appropriate departments by using email and queues.Independently responds to customer inquiries regarding the Bank's online banking, bill payservices and ATM and debit card services, including reviewing transactions, identifyingmerchants, resetting pins and passwords, Regulation E inquiries and general research ofpaid items. Ensures security procedures are not breached and all relevant information gained from call center contact to appropriate departments by using email and queues.Reaches or exceeds individual's sales goals.Meets or exceeds individual service including but not limited to 24 hour follow-up, adherence to schedule, call monitoring scores and unavailable time.Processes and prepares for mailing loan by phone applications and regulatory documentation. Coordinates loan closings with clients and branch management.Stays abreast of any new and/or changes to existing bank and department policies andprocedures, products, services and marketing trends to ensure customer satisfactionPerforms other related duties.SUPERVISORY RESPONSIBILITIESNone.SKILLS AND TRAININGGood interpersonal and verbal communication skills.Ability to read and interpret scripts, safety rules operating and maintenance instructions andprocedure manuals.Ability to listen and communicate effectively on the phone.Ability to sell and/or make appointments and/or obtain qualified leads by telephone.Basic knowledge of keyboard and PC skills.SKILLS AND TRAINING (Continued)Ability to add, subtract, multiply and divide monetary units and to perform arithmetic operationswith the use of a calculator.Ability to work scheduled hours.EDUCATIONHigh school diploma or GEDWORK EXPERIENCE0 - 2 yearsLICENSES AND/OR CERTIFICATESLicenses and Certifications Expiration DateNoneWORKING CONDITIONSWork is typically performed in an office environment. Noise levels are usually moderate.HAZARDSThe hazards are mainly those present in a normal office setting.This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.About Provident BankFor more than 180 years, Provident Bank has served individuals, families, and businesses in our local communities with personal and business banking services.Volunteering is a Way of LifeOur brand promise - “Commitment you can count on” - supports the investments we make in the community and donations made by our employees. It’s a promise also reflected in the volunteerism of our employees, who lend time and talent and countless hours to assist hundreds of organizations and thousands of people and animals each year.Why do we love it? * We get to volunteer in areas that are meaningful to the bank and impactful in the community.
Through generous contributions, we have raised over $912,000 in 2022. No item or donation is too small; we find a home for it all.
