Position Type: Full Time
Location: Columbia, SC (on-site)
Reports to: COO
Travel required: none
About Us:
Optus Bank is on a mission to empower our communities to build wealth and live better financial lives.
We've expanded significantly in recent years, serving customers across the U.
S.
with personalized banking and advanced digital solutions, led by exceptional bankers.
Position Summary:
As the Customer Service Coordinator, you will be responsible for overseeing customer service operations across our branch locations and e-banking systems.
Your focus will be resolving customer issues and fulfilling service requests through various channels such as walk-ins, emails, social media, the bank website, and internal sources.
Additionally, you will play a key role in developing, implementing, and training our staff on the Optus Bank Customer Service Plan.
Your emphasis on highlighting positive customer experiences will be crucial in delivering exceptional service and fostering customer satisfaction.
Customer Service Duties:
Provide daily support to customers across all levels of customer service experience.
Your role involves delivering professional assistance and resolving customer inquiries and issues promptly and effectively.
Resolve customer complaints and concerns in a timely manner.
Collaborate with all departments to ensure timely and accurate resolution of customer issues.
Implement and provide training on customer service policies and procedures to customer service teams and departments.
Promote and cultivate a customer-centric culture aligned with our Core Values
Emphasize and showcase positive customer experiences.
Open Accounts and perform maintenance as needed.
Responsible for wires
Provide intake for consumer and small business loans.
Research and document customer issues.
Customer Service Coordinator Responsibilities:
Extend a warm welcome to customers upon their arrival at the banking center.
Assist with answering all phone calls, in-person requests, and email inquiries.
Daily monitoring and tracking of service requests and complaints.
Establish and maintain a record of bank complaints for auditing purposes.
Assist in identifying potential sales opportunities with customers and promptly refer all leads to the relevant department for further action.
Take an active role in maintaining a clean and organized PBG banking center, ensuring that the environment is welcoming and pleasant.
This includes tasks such as stocking the coffee bar, playing music, and keeping the media screens updated.
Publish regular internal employee bulletins to keep staff informed and updated on important news, announcements, and organizational updates.
Perform other duties as assigned
Knowledge, Skills and Abilities:
1-3 years working experience in a customer service role
Knowledge of basic computer skills
Minimum typing speed of 35 WPM with excellent spelling and grammar
Compensation and Benefits:
Competitive pay
Health benefits
Vacation and sick time off and paid holidays
BAI training
Open and collaborative work environment
Optus Bank is an Equal Opportunity and Affirmative Action Employer, and we foster an inclusive and diverse work environment that allows our employees to be themselves.
We value all ideas and perspectives.
All qualified applicants regardless of race, color, religion, sex, national origin, disability, or veteran status will be considered for employment.
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