About The Role

The Call Center Representative will be responsible for servicing incoming customer calls, answering customer questions, and resolving account issues through extraordinary customer service.

Employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner, and conduct him / herself in such relationships in a manner that will enhance the overall efficiency and image of the bank.

DUTIES AND RESPONSIBILITIES :

• Have extensive contact with customers, the general public and bank staff and will interact in a professional and courteous manner, and conduct him / herself in such relationships in a manner that will enhance overall efficiency and image of the bank.
• Answer incoming telephone inquires, determine the needs of the caller, and minimize the caller’s time and effort in resolving their concern, with prompt and extraordinary service.
• Correctly and efficiently transfer calls to outside offices and staff members.
• Process telephone transfer requests, check orders, stop payments, debit card maintenance
• Provide customer service on ACH and ATM inquiries and disputes, online banking inquires and resets, loan payments.
• Provide statement printouts and check copy requests
• Basic knowledge of bank products to include deposit products such as checking, savings, money market, CD’s, online banking products, debit cards;

and lending products such as consumer loans and HELOCs.

• Refer services and products to include sweeps, AFTs, telephone banking, online banking products, ODP’s. Promote Tell-A-Friend.
• Proper usage of Jack Henry as well as other supported systems i.e. PassPort, Netteller, 4Sight, Synergy, PowerLink, FI Management, RSA.
• Provide viable options to meet customer needs, while conforming to Bank regulations and policies and following the Service Pledge.
• Basic knowledge of compliance and regulatory issues. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Must complete the assigned online training courses and achieve a passing score by due date.

Other miscellaneous duties as assigned

About You

QUALIFICATIONS :

• Previous bank experience preferred
• High School Diploma or equivalent GED

KNOWLEDGE, SKILL, ABILITY :

• Excellent customer service skills
• Must have the ability to work quickly and accurately in a professional manner
• Provides leadership by setting the example for his / her coworkers to follow
• Knowledge of bank services and products
• Familiar with 10 key, phone system and computer keyboard

WORK ENVIRONMENT : Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level.

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.

While performing the duties of this job, the employee is often required to : sit; use hands in repetitive motions to finger, grasp, handle or feel;

and talk or hear. The employee is occasionally required to : stand; walk; and lift or reach with hands and arms.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.

Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management.

Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific lifting abilities required by this job include : Sedentary work. Exerting up to 10 pounds of force occasionally and / or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Specific vision abilities required by this job include : The worker is required to have close visual acuity to perform an activity such as : preparing and analyzing data and figures;

transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and / or operation / inspection of machines and / or using measurement devices at distances close to the eyes.

What We Offer

COMPENSATION & BENEFITS : Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position.

We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, and paid sick, holiday, and vacation time.

Visit our website for more details!

COMPANY OVERVIEW : We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same.

Read our story, learn about our banks, and experience life at

Last updated : 2024-05-21