· Use established policies and procedures, assists new and existing Fidelity customers in a call center environment. This includes using the consultative selling approach to determine service needs and completing necessary documentation to establish the customer relationship.
· Service all types of deposit accounts ranging from preparation of account opening documents to balance inquiries, posting inquiries, order checks, order check cards, check card issues etc.
· Service all types of loan accounts ranging from loan payoffs requests to payment inquiries, phone payments, posting issues, coupon book orders, etc.
· Manage customer servicing for ancillary bank services and channels such as automated Telephone Banking, Check Cards, Online and Mobile Banking, and Web Chats.
· Make referrals to appropriate areas of the bank based on established guidelines for making a referral.
· Promote the benefits of banking with Fidelity and using additional services of the bank.
· Make appropriate referrals for credit card accounts to branch employees.