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EmployerRenasant Bank
Location Tupelo, MS US
PostedFebruary 25, 2020

Job Details

SSC Specialist (I, II, III)-2020-6729

This Position is for a SSC Specialist (I, II, III) with a bank location in Tupelo, MS.


Overview


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


Physical Demands:


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.


Work Environment:


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.


Responsibilities


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.


Compliance Accountability:


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


Qualifications


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


Performance Expectations


(Post completion of training):


Follows procedures


Meets service objectives


Adhere to regulatory guidelines & data security


Meets attendance and punctuality guidelines


Meets expectation of QA with all scores > 2.8


Performance Expectations:


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


Performance Expectations:


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


Bilingual (English/Spanish)


Key Skills & Behaviors:


Active listening


Attention to detail


Adaptability to change


Team player


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


Experience: 


Financial Services or customer facing experience preferred


Experience:


Minimum 2 years customer facing and/or contact center


Experience:


Minimum 3 years customer facing and/or contact center

Job #337108

Learn more at https://www.renasantbank.com/about

Contact:
Tupelo
Tupelo, MS US