Contact Center Representative, Consolidated Deposit Operations
3 weeks ago
Salary Range: $20.14 - $28.17 (Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and/or equity awards.) Posting Date: April 1, 2024 This job will be open and accepting applications for a minimum of three days from the date it was posted. Benefits worth writing home about: Medical, dental, and vision coverage for employees and their families Life, disability and family Leave 401(k) and Roth 401(k) with employer match Wellness program, employee assistance program, "Commute Trip Reduction" (CTR) and various employee discounts Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work Free employee checking account and employee home loan discounts EO/AA Employer including Vets and Disabled. Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements. If you are a California resident, you may be entitled to certain rights regarding your personal information, which is information that identifies, relates to, or could reasonably be linked with a particular California resident or household. Additional information about our data collection practices and location specific notices is available on our . Job Description Summary: The Contact Center Representative (Agent) is responsible for assisting customers with account research, problem solving, online banking access and debit card disputes. Agent ensures timely and accurate resolution which may require collaboration with other departments. Agent communicates the status of the request with the customer if the issue is not resolved at first point of contact. Agent is proficient with technology systems used to enroll and support customers with online banking, bill pay, mobile banking, debit cards, and the VRU. Agent has excellent customer service skills and delivers a superior customer experience resulting in retention of existing customers and development of customer loyalty. Agent responds to customer inquiries through multiple channels including telephone, email, web chat, and digital channels (including online, mobile and IVR). Job Details: PRIMARY FUNCTIONS: 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. Act in a mentor capacity for newly hired representatives. 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 f
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