EFD Customer Service Representative

Bank of the West is a financially strong, well-capitalized and prudently managed FDIC-insured bank that customers have entrusted with their money for over 135 years. Through holding company BancWest Corporation, the bank is a subsidiary of BNP Paribas, one of the six highest rated banks in the world.

Receives, records, and reconciles internal and external customer service inquiries, and complaints in a timely and professional manner.

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this position at anytime due to reasonable accommodation or other reasons.

• Answers incoming customer telephone calls in a courteous and professional manner.
• Responds to and investigates customer inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner.
• Receives, records, and routes customer changes in appropriate manner.
• Answers customer inquiries and provides appropriate technical and/or product related information.
• Researches and resolves customer complaints and/or billing issues.
• Contacts customers when necessary to follow-up on customer issues or orders.
• Obtains customer feedback information.
• Effectively communicates customer issues and concerns to all applicable internal staff members.
• Documents all contacts, actions, and responses in customer database.
• Maintains working knowledge of products, and/or services.
• Prepares reports and correspondence as needed.
• Performs other duties as assigned by supervisor.

Job Specifications

• Required Education
• High school diploma and some college

Required Experience

• Minimum of two years related experience or equivalent
• Computer skills in Word and Excel

Field of Experience

• Knowledge of leasing, insurance, and UCC's
• Customer Service
• Filing UCC continuations, assignments, and terminations
• Reviewing insurance certificates and its requirements

Administrative/Technical Skills

• Excellent customer service skills
• Excellent verbal and written communication skills
• Commitment to excellence and high standards
• Strong organizational skills; prioritize and self manage workflow
• Work independently and as a member of various teams and committees
• Ability to understand and follow written and verbal instructions
• Acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to perform diversified clerical functions and basic accounting procedures
• Ability to effectively communicate with people at all levels and from various backgrounds
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace
• Bilingual skills a plus, but not required

Level Supervised

• No supervisory responsibility

Physical Requirements

• Sedentary Work: lifting a maximum of 10 pounds, frequent standing/walking