Call Center Associate

3 days ago

Salisbury, United States LINKBANK Full time

Job Type

Full-time

Description

General Responsibilities / Job Summary:

The Call Center Associate is responsible for providing superior customer service to clients of the Bank by recognizing needs and providing appropriate solutions. The associate will partner with other internal departments to ensure client needs are met and any issues are resolved timely. The associate will follow procedures and policies and seek exception approvals as needed. This individual will also assist with a variety of operational tasks. The Call Center Associate will coordinate work within the department and with other departments to ensure delivery of remarkable service to our clients.

Essential Functions/Duties:

  • Embrace the LINK corporate values of LIVE, INTEGRITY, NURTURE, KNOWLEDGE and infuse those values throughout the company.
  • This position requires the employee to possess a positive attitude and willingness to learn, while providing superior client services to all members of LINKBANK.
  • Provides first level assistance to clients, vendors, prospects or other members of the public calling into the LINKBANK customer-service telephone number.
  • Assists clients with routine teller machine transactions such as cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries.
  • Recognizes needs and offers viable solutions of products and services to enhance client relationships and experiences. Provides referrals to other departments or individuals as applicable.
  • Provides support to the daily operation of the call center, ensuring efficiency and a high customer service level.
  • Communicates and interfaces with other departments and management as needed to ensure the highest level of service or problem resolution for callers.
  • Provides assistance to operations department on other operational tasks, including wire transfer call back procedures, processing of loan payments, internet banking password resets, debit card activations, and approved debit card limit increases.
  • Maintains client confidentiality and recognizes Red Flag indicators and acts accordingly.
  • Identifies and acts on both positive and negative performance trends to ensure bank service level goals and performance targets are achieved.
  • Monitors for, and reports, service performance trends to bank management so root-causes can be identified and rectified.
  • Answers questions and recommends corrective services to address customer complaints.
  • Maintains a high degree of technical proficiency of bank products and systems and conformity to company policies.
  • Provides periodic reports or updates to the department management and other groups as needed.
  • Makes use of the Bank's Customer Relationship Management (Synapsys) system to record customer interactions, helps build trend patterns, or refers complex issues requiring additional follow-up to the appropriate person or department.
  • Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements.
  • Other duties as assigned.
Requirements

Minimum Qualifications:

Education/Training: High School diploma or equivalent

Knowledge/Skills/Abilities:
  • Ability to juggle multiple priorities with clear direction from supervisor.
  • Proficient reading, writing, grammar and math skills.
  • Telephone communication skills including voice quality, annunciation, tone and pace of speech.
  • Attention to detail, problem solving and the ability to be proactive.
  • Working knowledge of bank operating policies and procedures.
  • Problem solving and time management skills
  • Strong computer knowledge and Windows skills required.
  • Strong interpersonal, communication, leadership and organizational skills.
  • Visual, auditory, and speaking skills.
Experience: Minimum of one (1) of experience in a retail banking environment or customer service experience preferred.

Physical and Mental Job Requirements:
  • Must be able to verbally communicate instructions and information clearly, concisely, and accurately to our clients and other employees.???
  • Manual dexterity for the functional operation of office equipment, computer terminal, and other office equipment.?
  • Must have visual acuity required to work at a computer terminal.?
  • Mobility enough to coordinate activities in department and lifting up to 20 pounds may be required.

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