JOB TITLE: Senior Customer Service Representative DEPARTMENT: Customer Service REPORTS TO: Customer Service Manager GENERAL SUMMARY: The Senior Customer Service Representative supports all duties within the Customer Service Department providing quality customer service, handling the more complex complaints and customer inquiries. DUTIES AND RESPONSIBILITIES: Service is the highest priority of the Bank. All employees must strive to provide excellent service and adhere to Company Standards. Provides exceptional customer service by taking ownership of the customer experience from introduction to resolution. Assists customers with Consumer and Business Online Banking, enrollment, troubleshooting file uploads, setups, etc. browser troubleshooting, Quicken and Quick Books download support, system navigation, and installation of software and drivers. Serves as the point of escalation within the department by ensuring customers are attended to promptly and that all issues are resolved in a timely and efficient manner. Assists in the design and implementation of processes to manage the customer interaction and help streamline the customer service experience. Resolves product and service issues by determining the root cause, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. Serves as the department expert in product and service knowledge by mastering every feature and benefit of the products and services offered by the Bank. Establishes and promotes cordial relationship with customers, ensuring prompt attention to their inquiries and solving their problems to ensure maximum satisfaction. Continuously updates skills by participating in professional trainings and courses as instructed by management, and is willing to contribute acquired knowledge to the development of the Bank. Ensures that all Bank policies and procedures, code of conduct, and regulatory guidelines are strictly complied with in the process of discharging duties. Acts as back-up to other members of the team. Performs additional duties as assigned. EDUCATION AND EXPERIENCE: A college degree is preferred, or 3 years of experience in a customer service or Digital Banking support role at a financial institution. Experience with Customer Service and online/Digital Banking. FIS Core Banking and Digital platform a plus. QUALIFICATIONS/SKILLS AND KNOWLEDGE REQUIREMENTS: Effective listening skills demonstrated by the ability to listen to other people talk without interruptions, understand them, and then propose solutions or make contributions based on the points made. Strong communication skills characterized by excellent writing and speaking skills. Must possess excellent multi-tasking skills and be able to function under pressure. Must have excellent negotiation skills and be able to influence people. Must have a keen eye for detail, establishing priorities, meeting deadlines, and following instructions to the letter. Strong technical skills and knowledge with Microsoft (Word, Excel), Call Center applications, and phone systems. Knowledge of online banking products and services. Demonstrated poise, tact, and diplomacy required. ADDITIONAL DUTIES: In order for Congressional Bank to remain efficient and nimble as a growing organization, Team Members are expected to exhibit a high level of flexibility with regard to any and all duties that may be situationally assigned outside of this description.by Jobble