Call Center Representative

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Job Type

Full-time

Description

Position Purpose:

This position is the first level response for answering customer questions about basic banking services, such as account balances, interest rates, fees, reviewing suspicious activity, reversing transactions and reissuing compromised debit and credit cards. This position is responsible for assisting customers with account research, problem solving, and online banking access.

Responsibilities:

* Respond to customer inquiries via telephone, email, web chat, or digital channels on banking products, services, and rates while providing friendly, accurate, and speedy service.
* Resolve customer issues timely and thoroughly, seeking to exceed customer expectation on every interaction. Minimize customer transfers and hold times.
* Respond to online banking, mobile banking, and bill payment inquiries; troubleshoot connectivity issues for online banking and bill payment; resolve User ID and password access issues; resolve bill payment issues within service level agreement standards.
* Prepare and process requests for withdrawals, transfers, duplicate statements, stop payments, service charge refunds, change of address, deposit research, debit card orders, cancel and reactivation of debit cards, and other transaction requests.
* Maintain required performance standards in quality, occupancy, attendance, and adherence.
* Ensure the security of customer information and assist with minimizing bank losses by performing customer verification on each interaction.
* Accurately track the call reason for training, forecasting, and trending purposes.
* Manage and utilize time efficiently to ensure service quality, customer satisfaction, and the achievement of key performance indicator goals for the Contact Center.
* Look for opportunities to introduce products and services that match customers' needs.
* Answer internal and external customer telephone inquiries by using proper telephone guideline, account verification techniques, utilizing multiple banking systems to access customer account information and following through to a satisfactory resolution on inquiries, requests, or complaints promptly.
* Maintain knowledge on banking products and complies with regulations that include but are not limited to overdraft protection, Regulation E, Regulation D, Bank Secrecy Act (BSA), Regulation CC, Privacy Gramm-Leach-Bliley Act (GLBA), and Non-Public Personal Information (NPPI), Right to Financial Privacy Act (RFPA), identity theft, red flags, Unfair Deceptive or Abusive Acts or Practices (UDAAP), financial elder abuse and OFAC.
* Assist clients with the completion of debit card disputes, ACH disputes, or check fraud affidavits.
* Assist in the completion of new account or loan applications.
* Other duties as assigned.
* Create value for the bank and its employees.
* Be a good teammate.
* Live our core values.

Organizational Relationship

This position reports to the Director of Customer Support.

Position Administration

Job Code: 11-3010 - Administrative Support Services

FLSA: Non-Exempt

Requirements

Education and Certifications:

High School Diploma.

Skills:

* Strong computer skills relevant to Microsoft Office Suites (e.g., Word, Excel, Outlook, etc.).
* Organizational skills and attention to detail.
* Strong decision-making/problem resolution skills.
* Demonstrate strong analytical and math skills, organizational skills, and customer service skills.
* Effective verbal and written skills to effectively communicate in the English language required.

Abilities:

* Ability to address complex commercial problem credits.
* Ability to learn bank programmed software.
* Ability to build and maintain relationships with accounts while providing exceptional customer service.
* Ability to work all branch hours, remote or in office, including weekend and evenings.
* Ability to work within a team environment.
* Ability to read and comprehend simple instructions, short correspondence, and memos.
* Ability to read and interpret documents such as procedure manuals, general business correspondence, and/or journals, or government regulations.
* Ability to deal directly with the public, on the phone or face to face, following the Bank's Customer Service Standards.

Preferred Qualifications:

* Previous Call Center Experience.
* Previous banking experience.