Description
As an EC Business Solutions Specialist, you will provide exceptional service to our customers and deliver on our mission to “improve the financial lives of our neighbors and their businesses”. Your main responsibility is to act as the primary inbound and online contact for business customers seeking to find the best products and services to meet their financial needs. You can assist customers by processing new online account applications and by opening new accounts and taking loan applications by phone. You and the team play an important part in sales, operations, quality, and client experience. You'll spend your time calling with a purpose to grow the Business Solutions balance sheet in loans and deposits. You and the team will also be accountable for exceeding the assigned team sales and customer experience goals by following the Customer Service Promise. It's a lot of responsibility, but you're up for the challenge. You maintain current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as treasury management, merchant services, brokerage, and insurance, in order to effectively promote and refer these products.
Essential Job Responsibilities
1. Identifies client and prospect needs by engaging in conversations over the phone, via chat, or through email to identify and recommend effective solutions.
2. You are accountable for exceeding your assigned team sales and service goals by providing our clients with the financial solutions they need to achieve their goals and financial confidence.
3. Establishes and develops client relationships to cultivate client loyalty and allegiance by selling, referring, and recommending products and/or services in efforts to expand and grow new relationships on an inbound and outbound basis.
4. Processes business online applications and support customers throughout the online account opening process.
5. Participates in testing of enhancements to the online delivery channel.
6. Discusses loan products and solutions. Takes loan applications by phone and partners with the customer to coordinate loan closing.
7. Handles various account activities, which may include opening or closing of accounts and/or collection or distribution of assets.
8. Contacts customers to obtain required information, responds to questions and resolves problems.
9. Maintains a strong knowledge of products, services, competitive activity, and other general information of interest to clients.
10. Educate yourself on our four financial habits and how they translate into your unique clients' lives.
a. Manage the money you make.
b. Save the money you'll want soon.
c. Borrow only the money you need.
d. Protect the money you can.
11. As part of FCB's Engagement Center, cross-trains to assist customers with inbound customer service related inquiries. Utilizes time in the Engagement Center queue to acquire and deepen relationships by seeking out new opportunities for prospects and for our existing clients.
What Great Looks Like in this Role:
Customer Experience (Always, Every Day)
• Live our Mission and core values every day as an employee of First Commonwealth Bank.
• Champion our Customer Service Promise and be relentless in delivering an extraordinary experience to every customer, every time.
• Utilize the escalation guides to take ownership of customer problems.
• Create magical moments by resolving customer issues in a timely manner.
• Be a First Commonwealth customer and proudly engage in conversations while at work and away from work to win new customers.
• Maintain a high level of integrity and be above reproach.
Deepen Consumer Relationships (35%)
• Stay connected with your customers through outbound calling.
• Plan, set, and conduct follow-up conversations; send thank you notes; quickly follow up and stay connected.
• Pursue deposit and loan growth including real estate secured lending.
• Refer customers to partners including Mortgage, Wealth, and Insurance.
• Analyze the complete financial picture of a customer through conversation using our tools and resources.
Grow Consumer and Business Relationships (35%)
• Have productive conversations by phone, chat and email to identify the customer/prospect needs.
• Engage customers on inbound calls by asking purposeful questions.
• Utilize tools available to assist with lead generation (Sales Dashboard, CD Maturity, prior loan applications, online loan applications, etc).
• Ask customers for referrals utilizing the Refer-A-Friend program to gain new business.
• Take ownership of the customer's digital experience by being an expert in all our digital solutions.
• Process online applications and support customers throughout the online account opening process.
Champion Operations & Compliance (20%)
• Deliver on our commitment to being operationally sound.
• Conduct required overdraft calls daily.
• Adhere to our policies and procedures, ensuring authentication and authority, to protect the security of our customers and the bank.
• Stay current on and know where to locate policies and procedures to reference when needed.
• Participate in testing of enhancements to the online delivery channel.
• Serve as a resource for the entire team, assisting with cross training newer team members as needed
.Personal Development (10%)
• Present yourself as a leader in the ECBS team by participating in weekly calls and actively engaging in the group chat.
• Work with your ECBS Manager on a development path to continue your desired career progression.
• Keep up to date with our digital solutions and enhancements.
• Participate in peer to peer coaching and role-play and seek feedback.
• Consider being a mentor or mentee to encourage development of yourself and others.
Bona Fide Occupational Qualifications
1. High school diploma or equivalent is required.
2. Exceptional customer services skills and excellent interpersonal and communication skills, and a professional manner are required.
3. Proficient computer skills and ability to learn company utilized systems is required.
4. Must register and maintain current registration with the National Mortgage Licensing System & Registry (NMLS). The NMLS website (mortgage.nationwidelicensingsystem.org) provides the MU4R questions and registration required for employment in this position.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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