This Position is for a SSC Specialist (I, II, III) with a bank location in Tupelo, MS.
This is a non-exempt position responsible for delivering an exceptional customer experience through inbound & outbound service interactions with customers & prospects through a variety of multi-media touch points (phone, online, virtual teller, email, direct mail, chat).
Primary Work Schedule: M-F 8 a.m.-5 p.m. CST
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; use hands or fingers to handle or feel objects, tools or controls, reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and /or move up to 20 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and the ability to focus.
There is minimum discomfort from noise in this area. Detailed instructions and procedures to be followed in a potentially hazardous condition (i.e. robbery) are provided to minimize the risk.
Provide exceptional customer service experience for through resolution as defined and measured according to corporate/departmental service level objectives.
Adhere to regulatory guidelines for customer authentication and product disclosures.
Maintain confidentiality and security of customer information according to regulatory guidelines and company policies.
Resolve customer requests through proficient use of the system tools, research and navigation within the organization, or escalation to an appropriate resource.
Capture customer information in the core system or CRM database that promotes Know Your Customer as related to their Profile, Relationship, Preferences, and Interactions.
Seek opportunities to differentiate the customer experience through identifying solutions suitable for customers’ current or future needs based on life events and risk tolerances.
Open New Accounts and reassign existing accounts to more suitable products & services.
Stay current on changes related to products, services, features, processes and procedures in order to respond proficiently and confidently to customer inquiries and requests.
Stay current on industry trends (market conditions, regulatory changes, and competitor offers) to be effective in responding to customer inquiries and needs.
Responsible for compliance with all regulations, laws, and bank policies and procedures that pertain to your day-to-day job responsibilities
Responsible for maintaining a working knowledge of all compliance regulations pertinent to your assigned duties by successful completion of any courses assigned on a timely basis
Responsible for adherence to the Bank’s Code of Professional Ethics and Conduct as well as observing and promoting compliance with the Code among fellow bank personnel, customers and vendors
High School diploma required; College experience preferred
Minimum of one year experience in services industry required, retail banking preferred
Proficient keyboard skills with proven experience working with Microsoft Office Tools
Proficient telephone etiquette skills including the ability to effectively communicate with people at all levels and from various backgrounds
Excellent customer service skills in clear & concise delivery, diction, and listening
Clear & Proper presentation in verbal and written communication skills
Acute attention to detail
Effective decision making and problem solving skills
Flexibility with work schedule
Further consideration will be given based on the following skills and behaviors:
SSC Specialist I
SSC Specialist II
SSC Specialist III
(Post completion of training):
Meets service objectives
Adhere to regulatory guidelines & data security
Meets attendance and punctuality guidelines
Meets expectation of QA with all scores > 2.8
Specialist I skill set plus 2 or more of the below:
Meets/Exceeds service objectives
Proven cross-sell / referral capability
Exceeds expectations of QA with average score >3.75
Specialist I/II skill sets plus 2 or more of the below:
Exceeds service objectives
Proficient conversational knowledge of products, services, features, benefits (per QA)
ITM Specialist skills
Key Skills & Behaviors:
Attention to detail
Adaptability to change
Promotes suitable products & services
Periodically identifies cross-sell opportunities
Key Skills & Behaviors:
Communication is conversational
Renasant brand ambassador
Displays a high level of knowledge of product features and benefits
Coaches others on best practices
Handle complex requests
Frequently identifies cross-sell and enrollment opportunities
Key Skills & Behaviors:
Proficient interactions with a genuine calm, and confident delivery
Accounts Opening Skills
Routinely identifies cross-sell/enrollment opportunities
Financial Services or customer facing experience preferred
Minimum 2 years customer facing and/or contact center
Minimum 3 years customer facing and/or contact center