Contact Center Banker

Contact Center Banker Representative

Location: on-site 5 days a week in Tupelo, MS

Start date: Monday, February 3rd, 2025

Training Schedule

• Duration: First 6-9 weeks of training as designated by client
• Days: Monday-Friday Hours: 8:00am-5:00pm

Post-Training Schedule

• Duration: Post-training schedule (This is a set schedule unless otherwise communicated by client)
• Days: Five working days between Monday-Saturday. Off days will rotate either Tuesday, Wednesday or Thursday based on business needs
• Hours: 11:00am-8:00pm

Saturday Schedule

• Duration: Every Saturday. The shift is mandatory post training.
• Hours: Either 7:00am-3:30pm or 8:30-5:00pm based on business needs

We are searching for a professional call center representative to work closely with other team members to provide outstanding service to our client’s customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The call center representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

To be a successful call center representative, you should be customer-focused, detail-oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

What you’ll be doing:

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of the company and position.
• Adhering to all company policies and procedures.
• Meet or exceed metrics.

What you need to have:

• High school diploma or equivalent.
• Prior call center experience.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Ability to ask clarifying questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• Banking industry experience is a huge plus.