Kennebunk Savings operates on the shared belief that Helping One Another Is the Right Thing To Do. Our Core Values– Trust, Integrity, Proactive and Empathy provide the guide posts for how we support that belief. They guide our day to day actions – from the way we build relationships, to how we make decisions and problem solve, to how we interact with one another. Our Core Values form the foundation of our culture. Embodying them forms the basis of what makes for a successful employee at Kennebunk Savings.
Scope of Work
The incumbent is responsible for addressing customers’ needs in the areas of fraud attempts, problem resolution, product knowledge, customer product/promotions, general bank information and customer routing through the bank and its subsidiaries via telephone and internet channels. This position will be responsible for customer outreach as it relates to the various operational needs of the Bank. The incumbent will be fully knowledgeable of the internet and expected to handle outbound customer contacts as well as customer communication initiatives.
Essential Functions (3)
Customer Outreach:
Works with the Bank’s established customer base by calling customers to make them aware of potential fraud issues or problems with their accounts to include online banking takeovers, debit card fraud, ACH and check fraud.
Effectively communicates with customers by listening and uncovering their needs to assist with providing the most appropriate assistance regarding their situation
Responsible for providing a high degree of courtesy, respect, professionalism and quality service while handling a variety of customer inquiries/issues
Manage their own queue of contact inquiries to be responded to in a timely fashion
Problem Resolution:
Provides exceptional customer service by handling routine customer issues/inquiries through effective problem resolution
Works closely with departments across the organization to provide accurate and timely information to each customer
Proficient in Customer Care, Card Services, Deposit Services, and other departmental operational processes
Product Knowledge:
Maintains proficient knowledge of company products and services to communicate effectively with customers
Responsible for the daily activities associated with the Bank’s Overdraft Protection Program
Other Duties & Responsibilities:
Responsible for onboarding activities to include account opening, ordering debit cards, and checks as well as digital banking enrollment
Promotes the Kennebunk Savings Brand by recommending our products and services, supporting our community focus & commitment to being a premier employer
Understands, supports and adheres to applicable organizational policies/procedures and state/federal regulations
Consistently emphasizes the importance of teamwork in the department and company at large
Responsible for keeping abreast of company news and information
Responsible for completing required training and policy review
May serve on various committees
Willingness to take on additional tasks and duties
Certifications & Licenses Required
Not applicable
Desired Knowledge, Skills & Abilities:
Knowledge of basic internet functionality is required
Displays high level of regard for trust and confidentiality
Proficient in Microsoft Office Products
Displays strong written and verbal communication skills
Displays strong organization skills and the ability to multi-task to meet established deadlines
Demonstrates a high level of accuracy and attention to detail
Effectively uses analytical skills to solve technical, as well as, non-technical problems
Prior knowledge of regulations within the financial services industry is preferred
Ability to adapt to change
Desired Job Experience
1+ year of related service experience is preferred
Experience in a professional, service focused and fast-paced environment
Desired Education
High school or General Education Diploma
Working Conditions & Minimum Physical Requirements
Physical surroundings are…