Senior Customer Information Agent

2 months ago

Shreveport, United States Citizens National Bank Full time

Bonvenu Bank is looking for a customer service expert to work in our Bonvenu Client Solutions Center. The ideal candidate for this position will have at least two years of Call Center experience with a proven track record of providing excellent customer service. Senior Customer Information Agents will be responsible for answering customer calls and resolving issues/questions while maintaining excellent customer service. This highly organized professional must be self-driven, have the ability to navigate multiple systems at once and possess exceptional listening skills. Previous experience in banking is a plus The Senior CIA will assist customers with business accounts, personal accounts, and loans.

If you have at least 2 years of experience working in a call center environment, come join our team Paid Holidays, Weekends Off, paid vacation and personal time. Operating hours are Monday through Friday 8-6. Schedule will be 8-5 or 9-6.

JOB REQUIREMENTS

• High school diploma or equivalent

• Banking experience preferred

• Previous experience in a Quality Assurance role or leadership role preferred

• Two years recent experience in a call center - experience must be shown on resume

• Excellent Customer Service skills - experience should be listed on resume

• Proficient with necessary technology, including computers, standard software applications and phone systems with the ability to navigate multiple systems quickly

• Ability to manage multiple tasks at one time and perform well under pressure.

• Ability to respond effectively and in a timely manner to internal and external client requests

• Ability to communicate effectively both verbally and in writing with internal and external clients.

• Ability to demonstrate effective time management.

• Ability to maintain confidentiality

• Ability to troubleshoot complex issues

SPECIFIC JOB FUNCTIONS

• Consistently provides excellent customer service and technical support to internal and external customers. Responds to clients requestsin a timely manner and ensures follow-up is completed in accordance with established departmental guidelines.

• Provides daily support to commercial customers who use Account Analysis, Business Online Banking, ACH, Remote Deposit Capture, PositivePay as well as Retail Banking customers

• Provides accurate and efficient servicing of all Treasury Digital Banking products to ensure all new product implementations, internaland external questions, are handled timely.

• May perform annual review of RDC and ACH clients.

• May engage and assist with online account opening

• Complete call logs

• Build long lasting customer relationships

• Identify and escalate calls to supervisor when needed

• Follow policy and procedures

• Willingness to work extended hours if needed

• Participate in educational opportunities

• Some supervisory responsibility

• Any other duties as assigned

**Employee is required to maintain a valid driver's license and provide own reliable transportation.

Supervisory Responsibilities

Assumes supervisory responsibilities in the event the manager and assistant manager are out.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 25 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employee is required to maintain a valid driver's license and provide own reliable transportation.This position requires travel within a 100 mile radius.,

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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