Call Center Customer Service Representative Information

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National Penn Bancshares Inc

National Penn Bancshares, Inc., with approximately $8.5 billion in assets, is a bank holding company based in Pennsylvania. Headquartered in Boyertown, National Penn operates 122 branch offices comprising 121 branches in Pennsylvania and one branch in Maryland through National Penn Bank and its KNBT and Nittany Bank divisions.National Penn’s financial services affiliates are National Penn Wealth Management, N.A., including its National Penn Investors Trust Company division; National Penn Capi... Read More

Address	W1, 1617 John F Kennedy Boulevard Philadelphia, PA 19103 (215) 448-9620
Website	www.snl.com/
Holding	No Holding Details

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Call Center Customer Service Representative

Job Description

Provide quality service to customers and prospects of National Penn Bank. Receive and respond to a high volume of inbound telephone inquiries from internal and/or external customers in our newly designed call center. Provide information; follow-through on customer inquiries, requests or complaints; resolve issues promptly. Evaluate information and take responsibility to solve customers’ problems. Maintain an appropriate call volume and adherence time on the phone in order to meet departmental service goals.

   1. Handle customer inquiries for all types of personal and business accounts. Act as liaison between customers and other departments as needed to resolve questions, provide quality service and cross-sell our products
   2. Process stop payments, transfers, research requests and CD/IRA Rollovers
   3. Support online banking customers by unlocking logins, resetting passwords, researching problems, and educating customers on the use of system
   4. Participate in ongoing training to increase knowledge of NPB operational procedures, policies and products
   5. Discuss, sell and process NPB deposit products to meet departmental goals
   6. Complete referrals for all affiliates including NPIS, NPITC, Insurance, Cash Management, Mortgage and Commercial Lending; thus developing a better understanding of affiliated services
   7. Ensure all actions, tasks, and duties are compliant with regulations, sox controls, and audit standards
   8. Assist with departmental projects and other tasks as assigned

Qualifications

    * Undergraduate degree or equivalent combination of training and experience.
    * Minimum two years related experience; call center or banking preferred.
    * Strong working knowledge of National Penn Bank policies and procedures; or demonstrated ability to learn within 90 days.
    * Demonstrated leadership and interpersonal skills.
    * Excellent verbal communication skills.
    * Strong client focus and ability to develop relationships with internal and external clients.
    * Strong analytical, problem-solving, and decision-making skills.
    * Ability to work independently; excercise good judgment and multi-task. Basic typing and computer skills.
    * Bi-lingual Spanish skills desired (not required).