Position Purpose:

Build, maintain and strengthen customer relationships through efficient, professional, friendly and personalized customer service by answering inbound phone calls from customers who require assistance with bank products and/or services.

Job Duties and Responsibilities:

• Assist customers with all questions regarding account services.
• Answer incoming customer inquiries and resolve issues.
• Maintain, as a goal, a commitment to “zero” dropped calls, ensuring customer needs are met the first time and every time.
• Make every customer feel valued by building relationships.
• Maintain and demonstrate knowledge of current bank products and services to provide accurate guidance and cross sell to customers.
• Make decisions quickly, and accurately.
• Maintain control of stressful situations in the midst of chaos.
• Be creative, when necessary, to solve problems.
• Recognize irregular, suspicious, or fraudulent transactions and advise Senior Management.
• Maintain knowledge of and ensure compliance with applicable regulatory requirements and internal policies and procedures.
• Complete annual training as required.
• Participate in bank/community activities.
• Other duties as assigned.

Skills and Abilities Required:

• High level of professionalism.
• Interpersonal/service-oriented skills and aptitude.
• Ability to build professional relationships with coworkers and customers.
• High integrity and outstanding work ethic; ability to maintain confidentiality is a requirement.
• Ability to make timely, accurate and quality decisions.
• Excellent written and oral communication skills as well as the ability to read and understand policies and procedures.
• Strong attention to detail.
• Strong computer skills; proficient in Microsoft Word, Excel and Outlook.
• Proactive; desire to identify opportunities rather than react to problems.
• Ability to respond in a fast paced, fluid environment while maintaining a service-oriented mindset and excellent organizational skills.
• Strong sense of initiative; self-motivated.

Experience and Education Requirements:

• Minimum one (1) year experience working in an office and/or customer service environment, preferably in a bank.
• High School Diploma, or equivalent.

Physical Requirements:

• Typically requires sitting for long periods of time with intermittent stooping, bending, and walking.
• May occasionally lift up to 25 pounds which may include the need for independent mobility to: bend, reach, or kneel.
• Visual and auditory skills are required.

Performance Standards:

• Accuracy: Precision of work performed.
• Responsiveness: Timeliness of work completed.
• Relationships: Ability to work well and build relationships with other employees and customers.
• Guidance: Job knowledge and cross selling products to customers.

Firstar Bank is proud to be an Equal Opportunity Employer: EEO/M/F/Disabled/Vets