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Penn Community Bank · 2 days ago

Customer Success Specialist - Bilingual

Bristol, PA

Full-time

Onsite

Entry Level

2+ years exp

Penn Community Bank is seeking a Bilingual Customer Success Specialist to enhance customer experience through effective communication and support. The role involves responding to customer inquiries, processing transactions, and maintaining relationships with IT and vendors to ensure service efficiency.

AssociationBankingCommunitiesFinancial Services

Responsibilities

Responds to incoming telephone calls, emails, appointment requests and live online chat requests in a timely and efficient manner while striving to surpass industry response time standards all in a cordial and outstanding manner

Answer customer inquiries promptly and correctly including but not limited to transaction accounts, CDs, IRAs, consumer loans, electronic banking, ATM / Debit questions, rates, and promotions

Attend, participate, and request regular training to improve knowledge and performance level

Complete and authorize wire transfer requests from customers over the telephone or VIA fax by way of agreement or one-time exception with approval limit of ≤ 250K

Perform oFlow (Online Account) maintenance to new incoming accounts and perform consistent outreach

Completion and tracking of privacy notices

Maintain a communicative relationship with IT and vendor Zoom to ensure the network/phones are running at utmost efficiency for expected customer experience

Perform internal account transfers, loan payments, safety deposit box payments, limit increase requests, and CD renewals without error

Perform outbound sales calls in conjunction with Retail and Marketing campaigns when called upon and being available to assist Deposit Operations with any customer outreach

Perform outbound Business Online Banking concierge calls

Remain vigilant and work closely with Security to intercept any suspicious account/online activity preventing the bank from any loss

Serve as contact point for retail network, existing customers, and perspective customers while serving as a backup for all facets of the bank; particularly Deposit operations; maintaining expertise in: Online Banking: Enrollments, Log In assistance, mobile banking/deposits, MT functions, MX Money, Transfers, Quickbooks/Quicken, DNA Agreements, Bill Pay, Fraud, Business Banking, etc

ATM / Debit Cards: Transaction Research, Travel Exemptions, Fraud CaseTrackers, Order/Activation/PIN, Limit Questions, Tokenization, etc

Handle and process incoming mail as directed

Perform other tasks as directed by Customer Success Manager and SVP, Director of Retail