The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.
Primary Duties and Responsibilities:
Under minimal supervision and guidance, provide outstanding, courteous and friendly service, which exceeds member expectations, while working within service standard guidelines. Ability to use a relationship-building consultative approach to determine member financial needs, in a fast-paced, high volume bank call center or branch. Provide assistance to other staff around training, deeper product support and understanding, customer complaints and handling complex calls and scenarios escalated by lower level staff. Use advanced knowledge and experience to resolve complex problems. Provide timely responses to ensure the attainment of customer quality service goals.
Run reports and conduct high level analysis of team performance. Serve as a business functional expert by providing feedback to lower level staff and management on performance improvement opportunities. Conduct call-monitoring and side-by-side evaluations for coaching and training purposes. Identify and log staff errors and trending issues for management review. Recommend updates to practices and procedures. Lead employee huddles to communicate process or procedure updates. Draft and share job aids and other reference materials to provide education and support. Assist in conducting refresher training for staff. Also can serve as a point person for internal and external audit activity, gathering data, presenting and communicating with auditors.
Communicate with customers by phone, email or online chat. When operating in a branch environment, will also communicate with the customer in person, distribute cash and complete daily branch activities such as balancing drawers and scanning documents. Handle intermediate to complex service requests and account or product inquiries. Provide information regarding account transactions, servicing protocols and product features. Perform complex tasks to support high profile accounts or process highly detailed transactions. Account transactions include, but not limited to: account set-up, closing deposit accounts, password resets, electronic funds transfers (EFT), Automated Clearing House (ACH) transactions, CD set-up, etc. Help customers resolve escalated technical issues related to online, mobile and automated banking systems. Navigate through various sources to gather the necessary information in order to respond to customer questions and resolve issues. Make outbound calls to follow-up on applications and service requests. Follow-up with customers, Agents and internal departments to ensure that all documentation is received and in compliance with bank procedures. Provide seamless service while ensuring accurate processing in order to meet or exceed Bank customer service levels and efficiency standards. Ensure adherence to regulatory and corporate polices and requirements.
Identify opportunities to cross-sell bank products (e.g., CDs, IRA accounts, credit cards, loans) and The Auto Club Group’s membership and insurance products/services. Use deeper knowledge of Consumer lending and Mortgage products to assist members before handing off to a specialist. Will have opportunities to conduct sales calls in the effort to retain existing customers and grow our trusted relationships. Refer customers to the appropriate area (i.e.: Mortgage, Auto and Consumer Lending) as necessary.
May participate on special project teams. Partner with internal operation teams to drive best practices and consistency.
Preferred Qualifications Education:
Associate Degree in Business Administration or a related field
Bank loans and lines of credit available
Work in a temperature-controlled office environment. Ability to lift 50 pounds and stand and sit for long period of time.
High school diploma or equivalent
- May be required to attain and maintain state membership licenses as appropriate by department
- May be required to attain and maintain license to sell various bank products
Three years of personal banking experience either in a branch or call center environment
Servicing customer bank inquiries within a fast-paced call center or branch environment to include:
Opening and maintaining deposit accounts for customers
Performing account maintenance on customer accounts
Dealing with upset customers
Strengthening current customer relationships
Cross-selling bank products and services to consumers
Effectively communicating with current and potential customers in person, by phone or through online chat
Working with multiple lines of business and bank departments
Performing bank image capture
Multitasking to accomplish goals and meet deadlines
Complying with all banking regulations, including deposit regulations and lending regulations
Providing excellent customer service skills in a fast paced, customer focused call center environment
Knowledge and Skills:Knowledge of:
Personal banking operations and procedures
Banking deposit products and services
- Banking systems
Banking regulations related to deposit and lending
Laws that govern Individual Retirement Accounts
Microsoft Word, Excel and Outlook
Effective business writing skills
Customer service techniques
- Ability to:
Complete appropriate training relative to all company products and services
- Conduct analysis and research using company systems and statutory law information
- Effectively respond to customer questions and concerns
- Provide guidance and consult to lower level staff
- Effectively interpret and communicate bank policies and procedures to account holders and call center staff
- Communicate and present information to management
- Work under pressure
- Work extended/irregular hours to include weekend/holidays
Comply with all banking regulations, including deposit regulations, lending regulations
The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!
Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements. The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.