Senior Customer Care Representative

Company Name:
First Niagara Financial Group
Required Skills:
High School Diploma or GED required
One to Three years customer service experience and sales and cash handling, desired experience in a retail bank branch desired but not required
PC knowledge, including a working knowledge of Word and Excel
Commitment to superior customer service
Must successfully register and maintain registration annually with The National Mortgage Licensing System and Registry in compliance with the Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act
Overview: The primary functions of a Senior Customer Care Representative are to be a customer experience champion through banking transactions, build relationships through sales and service of bank products as well as the referral of non-bank products. This role is expected to be able to complete the most complex type of branch transactions, while demonstrating selling capabilities to customers . The position requires being a Champion of First Niagara''s Brand and Culture. The Customer Care Representative must meet established sales and referral performance standards.
This position requires the individual to equally perform the job duties of the Relationship Banker and Teller positions. This individual will have enhanced approval authority for various branch transactions.
Key Responsibilities:
Prioritize and deploy the most efficient high impact sales activities to generate sales referrals and outcomes to reach goal
Convert service requests and interactions to sales
Onboard customers while adhering to all relevant operating standards, policies, and procedures
Maximize sales efforts with walk-in opportunities
Focus and exhaust proactive sales efforts with existing customers before generating your own initiatives
Fully leverage available sales tools, prescribed in-branch routines, call lists and best practices to increase referral and sales activity
Achieve sales through consistent profiling, cross-sell and follow-up activities
Use CRM to document customer interactions, sales activities, facilitate follow-up and forecast sales results
Consistently apply our sales model with every customer
Appropriately refers customers to licensed staff to discuss appropriate financial needs for example, Investment products.
Facilitate customer transactions in an accurate and timely fashion
Provide a consistent and exceptional customer experience that helps contribute to the attainment of branch customer satisfaction and loyalty targets (Drive for "5")
Demonstrate exceptional customer service behaviors to create advocacy and earn the right to expand relationships
Do what''s best for the customer by promoting referrals to branch team members and cross-functional business partners as appropriate
Ensure and promote personal ownership for the resolution of customer service issues derived from the teller line
Be a positive and effective team player by helping others on the team achieve success
Proactively seek coaching to development service and sales skills and identify and share ways coaching would be most beneficial to you
Perform client sales and servicing transactions with operational proficiency
Support branch security procedures and handlings while maintaining operational proficiencies
Transact business in accordance to Bank Policies and regulations
Stay informed and become knowledgeable in understanding operational changes, as they occur
Must adhere to pertinent laws, regulations, First Niagara''s Compliance Policy and external compliance requirements
EEO/AA Minority/Female/Disability/Veteran
Requisition Number: 11392
Job Title: Senior Customer Care Representative
Area of Interest: Branches
Department: Shadyside Branch - 295
Location: Pittsburgh Metro
Position Type: Full Time
State: Pennsylvania
City: Pittsburgh Sewickley

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