Customer Contact Center

3 weeks ago

Warsaw, United States Five Star Bank Full time

For two consecutive years running, Five Star Bank has been recognized locally as a Top Place to Work in Rochester and Buffalo, and nationally as a Great Place to Work. These certifications highlight our dedication to fostering a supportive, inclusive, and rewarding work environment

Position Title: Customer Contact Center - Virtual Consultant

Reports To: Customer Contact Center Inbound Manager or Team Leader - Inbound

Department: Customer Contact Center

FLSA Status: Non-Exempt

Purpose: Five Star Bank is seeking motivated candidates to fulfill the position of Customer Contact Center - Virtual Consultant. This position will act as a first line of contact and trusted consultant to our customers. The Customer Contact Center - Virtual Consultant will provide a unique customer experience by working directly with our clients via video interaction and alternative channel management. This position will follow established departmental policies and procedures and manage risk to protect our clients and the bank.

Supervisory Responsibilities:

Degree of Supervision Received: Moderate

  • Supervision Received (title): Customer Contact Center Inbound Manager or Team Leader - Inbound
Degree of Supervision Given: NA
  • Supervision Given to (Titles): NA
Essential Functions:
  1. Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls.
  2. Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities through Interactive Teller Machine (ITM) functionality.
  3. Be able to communicate through alternative channels such as emails, secured messaging and web response.
  4. Identify customer needs and suggest appropriate products and services to meet their needs.
  5. Utilize technology to support and troubleshoot services, gather information, and track customer interactions.
  6. Use critical thinking to remain solution-focused.
  7. Identify opportunities to help our customers and grow our business.
  8. Follow bank policies, procedures, all applicable laws, regulations and compliance.
  9. Perform basic teller transactional processing.
  10. Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.
Job Related Qualifications - Education and Prior Experience:

Required:
  • Education: High School Diploma or Equivalent
  • Prior Experience: 2+ years Customer Experience, Contact Center, or Teller Experience
  • Licenses or Accreditation: Register with Nationwide Mortgage System Registry (NMLS) and obtain a unique identifier that is provided to consumers in accordance with all SAFE Act requirements. Renew registration with NMLS annually. Maintains and updates personal registry information as necessary to include name changes, employment changes, etc.
Preferred:
  • Education: High School Diploma/Associate Degree
  • Prior Experience: 3+ years Customer Experience, Contact Center, Teller Experience
Competencies:
  1. Excellent communication skills (both verbal and written).
  2. Strong customer-service skills.
  3. Ability to organize and prioritize to meet deadlines.
  4. Bank experience preferred.
  5. Proficiency in Windows based and Microsoft office applications.
  6. Strong core technology skills, coupled with the ability to quickly learn and effectively use new technology.
Physical Requirements:
  1. Able to regularly sit for prolonged periods of time.
  2. Able to travel:
    1. occasionally
  3. Extensive computer usage is required.
  4. Ability to work:
    1. Evenings
      1. Frequently
    2. Weekends
      1. Frequently

Benefits:
  • Medical, Dental, and Vision Insurance
  • Health Savings Account
  • Flexible Spending Account(s)
  • Company Paid Life Insurance, Long Term Disability, and Short Term Disability
  • Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity & Personal Accident
  • Tuition Reimbursement
  • Employee Referral Program
  • Wellness Reimbursement Program
  • Star Volunteer Program
  • Employee Banking and Financial Perks
  • Paid Time Off (PTO)
  • Company Paid Holidays


The expected rate of pay for this position is shown above. Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.

This job description is not exhaustive. The Customer Contact Center - Virtual Consultant may be required to perform other duties as assigned, including supporting other talent development and planning work that supports the business success.

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