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Contact Center Representative

2 months ago

Elmira, United States Chemung Canal Trust Company Full time

Performs a wide variety of duties in support of the retail function order to meet the financial services needs of both internal and external clients in all markets that we serve. Answers incoming calls to the Company’s Contact Center; responds to client inquiries as able or identifies Company personnel to respond to inquiries when unable to provide an immediate response. Proactively seeks ways to expand customer relationships in order to achieve customer satisfaction; maintains a working knowledge of the banks products and services. Receives all incoming internet email; responds to client inquiries as able, identifies personnel who can respond to client inquiries when unable to provide an immediate response; tracks the progress of email responses to ensure timeliness. Provides electronic banking support to both internal and external clients; including but not limited to Web Banking, Mobile Banking, Bill Pay, and Link Live. Researches and rectifies Check Card and ATM card transaction processing difficulties for customers in a timely and efficient manner. Provides deposit and loan account support by supplying answers to general inquiries and referring clients to additional products or services in order to meet client needs and deepen relationships. Processes basic banking transactions per client request such as account transfers and stop payments. Accepts, responds to, and/or forwards, as appropriate, client requests for information and documentation. Accurately processes and reviews Mobile Deposit transactions and requests. Opens deposit accounts through online channels, opens all types of personal accounts and prepares related documentation; follows up with clients after new accounts are opened to deepen the relationship Maintains an awareness and adheres to all policies, procedures and regulations relevant to the Retail Division. Engages in outbound calling and needs assessment to generate qualified referrals for alternate products, channels and other lines of business. Conforms to General Performance Expectations as identified for all employees. Qualifications/Requirements High School Diploma or equivalent with an emphasis in a business curriculum Minimum of 1 year experience in a banking or customer service position preferred Proficient interpersonal skills in dealing with clients, all levels of management and Board members Proficient communication, interpersonal and sales Demonstrated proficiency in Microsoft Word, Excel and PowerPoint Salary Range $15.00 to $23.00 hourly 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. Along with a competitive compensation program please visit the benefits section of our Careers page to view available benefits. Chemung Canal Trust Company/Capital Bank fosters a diverse and inclusive culture where employees are able to succeed to their full potential. EEO/AA Including Veterans and Disabled