Corporate Customer Contact Center Professional
5 days ago
The General, a renowned financial institution, is committed to delivering exceptional customer service and experiences. Established in 1960 with a single location in Illinois, our bank has grown significantly, boasting over 550 employees, 55 branch locations, and assets exceeding $5 billion.
We take pride in our dedicated service to customers and communities, while prioritizing internal assets – our employees. Each employee at The General OWNS a portion of the bank through our ESOP (Employee Stock Ownership Plan), which provides substantial benefits upon retirement.
Job Summary:
This position entails responding to and resolving incoming customer calls regarding Retail and Business Online Banking products, as well as providing Retail customer service. Responsibilities include answering balance and transaction inquiries, enrolling customers in online bill payments, assisting with account transfers, and addressing general bank or account-related information.
Key Responsibilities:
- Respond to customer telephone inquiries for information regarding online banking, including balance and transaction inquiries, online bill payment enrollments, bill payment and transfer assistance, bank-to-bank transfers, eStatement and document delivery assistance, alerts, mobile banking, and general account information.
- Answer questions relating to deposit account products and related services.
- Identify compatibility of customer operating systems and internet browsers with requirements adequate for online banking product to support customer usage.
- Utilize various internal and external applications, including MCBE, Navigator, Director, and other systems to support inquiries related to accounts or online banking access.
- Act as 1st level support for debit card disputes, inquiries regarding transactions, limit increases; stop payment requests and potential fraud activity, escalating when necessary.
- Prepare debit card requests using BPM.
- Log customer interactions using Continuity Control based on bank's customer feedback program.
- Maintain current knowledge of internal risk controls and loss prevention, including reporting suspicious activity per bank policy.
Supervisory Requirements:
This position has no supervisory responsibilities.
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.
- The physical activities of this position may include climbing, reaching, standing, lifting, talking, hearing and performing repetitive motions.
- Medium exertion; exerting up to 50 pounds of force occasionally, and or up to 20 pounds of force frequently, and or up to 10 pounds of force constantly to move objects.
- The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal.
Work Environment:
The work environment characteristics 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.
- The noise level in the work environment is usually moderate.
- Employees, who work 7 1⁄2 continuous hours or more, must take a 30 minute uninterrupted lunch break no later than 5 hours after beginning their work day.
Education and Qualifications:
Essential:
- High school education and diploma
- BSA and other Bank related training through BAI is required annually
- Experience
- Licenses, Certifications, Training
Salary:$45,000 - $60,000 per year.
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