QNB Bank · 4 weeks ago
Customer Service Center Representative (Call Center)
Quakertown, PA
Full-time
Onsite
New Grad, Entry LevelQNB Bank is currently seeking a Customer Service Center Representative in Quakertown, PA. The representative will serve as the first point of contact for customers, providing exceptional service by addressing inquiries, resolving issues, and promoting bank products and services.
CommunitiesFinancial ServicesFinTech
Responsibilities
Respond promptly and professionally to customer inquiries and concerns via phone and email channels
Efficiently and accurately resolve customer issues, including but not limited to account inquiries, transaction disputes, and technical difficulties
Educate customers about the bank's products and services, promoting cross-selling and upselling opportunities when appropriate
Assist customers with account maintenance tasks such as password resets, account updates, and address changes
Ensure all interactions and transactions comply with bank policies, procedures, and regulatory guidelines
Meet or exceed established performance metrics, including call quality, response time, and customer satisfaction
Stay informed about the bank's products, services, and industry trends to provide up-to-date information to customers
Collaborate with team members and other bank departments to resolve complex customer issues and improve overall customer service
Provide feedback and insights to management regarding common customer issues and potential process improvements
Models Q2 Service and Sales programs with creativity and energy such that goals are achieved and quality standards are met or exceeded
Builds customer relationships by being accountable for representing QNB to the customer in a courteous, confidential, and professional manner, and for providing prompt efficient and accurate service in processing transactions through consultative selling and cross-selling in a positive manner
Must have strong Product Knowledge skills to evaluate customer needs using open-ended questions and refers customers to the appropriate resource
Researches and resolves customer problems in a positive and efficient manner
Assists customers with account information and responds to customer inquiries daily
Reviews, verifies, and executes customer transactions including fund transfers, loan/CC payments, contact information changes, stop payments/written statements of unauthorized debits, VCC maintenance (including disputes, increases, hot cards, warm cards, etc) and orders, MCD increases/inquires, check orders, ACH inquiries, and fraud prevention
Provides navigational assistance with online, mobile and telephone banking
Follows proposed department schedules and operating policies & procedures as required
Brings an overall positive attitude to work every day to boost morale within the Department
Completes assigned compliance training in a timely manner and demonstrates the ability to apply training to their duties and responsibilities
Required availability of all operating department hours which can include holidays and weekends
Supportive of community through involvement and participation in local volunteer and/or charitable organizations
Assumes additional job-related duties as requested
Qualification
Required
Successful experience working with customers and co-workers
Must complete basic CSR training within the first 6 months of employment
Must complete additional CSR training requirements as recommended by CSC Manager
Communication skills that model QNB's sales efforts; including the ability to identify and fulfill customers' current and future needs
Requires basic reading, writing and arithmetic skills. Completion of high school, vocational training or equivalent
Fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy, and established procedures
Must successfully complete Banking of Fundamentals within the first 18 months of employment
This position may require compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results
Must fulfill the Continuing Education/Training checklist requirements annually, after first 18 months of employment
Preferred
Previous or current bank experience
Customer Service experience in a call center environment
Company
QNB Bank
QNB Bank is a community bank headquartered in Quakertown, Pennsylvania.
Founded in 1877
201-500 employees
Funding
Current Stage
Public CompanyTotal Funding
$40M2024-09-03Post Ipo Debt· $40M
1995-05-16IPO
Leadership Team
David Freeman
President, Chief Executive Officer
Jeffrey Lehocky
Executive Vice President, Chief Financial Officer
Recent News
2025-12-30
MarketScreener
2025-10-29
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