Customer Contact Center

1 week ago

Rochester, New York, United States Five Star Bank Full time $40,000 - $60,000 per year

Position Title:
Customer Contact Center – Inbound Associate

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 – Inbound Associate. This position will act as first line of contact and trusted consultant to our customers. The Customer Contact Center – Inbound Associate will work directly with our customers to meet their needs and provide the best customer service.

Supervisory Responsibilities
:
Degree of Supervision Received:
Moderate

  • Supervision Received (title): Customer Contact Center Inbound Manager or Contact Center Team Leader - Inbound

Degree of Supervision Given:
NA

  • Supervision Given to (Titles): NA

Essential Functions
:

  • Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls.
  • Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities
  • Identify customer needs and suggest appropriate products and services to meet their needs.
  • Utilize technology to support and troubleshoot online services, gather information, and track customer interactions.
  • Use critical thinking to remain solution-focused.
  • Identify opportunities to help our customers and grow our business.
  • Follow bank policies, procedures, all applicable laws, regulations and compliance.
  • Flexibility to work various shifts including evenings, weekends, and holidays.
  • 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.
  • This job description is not exhaustive. The [Job Title] may be required to perform other duties as assigned, including supporting other talent development and planning work that supports the business success.

Job Related Qualifications – Education and Prior Experience
:
Required:

  • Education: High School Diploma or Equivalent
  • Prior Experience: 3 years Customer Experience, Contact Center

Preferred:

  • Education: High School Diploma/Associate Degree
  • Prior Experience: 5 years Customer Experience, Contact Center

Competencies
:

  • Excellent communication skills (both verbal and written).
  • Strong customer-service skills.
  • Ability to organize and prioritize to meet deadlines.
  • Bank experience preferred.
  • Proficiency in Windows based and Microsoft office applications.

Physical Requirements
:

  • Able to regularly sit for prolonged periods of time.
  • Able to travel:
  • occasionally
  • Extensive computer usage is required.
  • Ability to work:
  • Evenings
  • Frequently
  • Weekends
  • Frequently

Regular Hours: Monday–Friday, 9:00 AM – 6:00 PM

Saturday Coverage: 8:00 AM – 2:00 PM on a rotating basis

Shift Coverage (As Needed): May be required to provide backup for the following shifts: 9:30 AM – 6:30 PM and 10:00 AM – 7:00 PM

Holiday Coverage: Required to work 8:00 AM – 5:00 PM on a rotating basis

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