Job Title: Call Center Specialist

Location: Main Office/Operations Center

Work Schedule: Monday to Friday 8-hour shift/ 40 hours per week

Job Type: Full-time

Job Details:

The Call Center Specialist spends 90% of his/her time handling incoming and follow up calls. On each call, he/she works to develop an in-depth understanding of the customer's spoken and unspoken needs, identifies and resolves the customer's issue, and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know. The Call Center Specialist will use various Bank software applications to service the customer.

Between incoming calls, the Call Center Specialist's time is spent making any required customer follow-up calls and conducting any additional research along with miscellaneous back office operational duties.

For lengthy complex questions, the Call Center Specialist researches the information and calls the customer back as required. Research can involve a number of resources, such as asking other Call Center Specialists, using online databases, reviewing documentation or asking other knowledgeable staff.

The Call Center Specialist must be comfortable in a fast-paced learning environment. Prior to taking clients' calls, he/she must successfully complete a company-paid training program. The Call Center Specialist is regularly assessed on objective performance measures and receives coaching on ways to continue to develop his/her skills.

Qualifications:

• High school diploma or equivalent
• Previous customer service experience, preferably in a call center environment
• Excellent communication skills, both verbal and written, including the ability to type and spell accurately
• Strong problem-solving abilities and attention to detail
• Proficiency in using computers, with experience using Microsoft products, such as Word, Excel, and Outlook
• Extremely organized and highly motivated
• Ability to multitask and work efficiently in a fast-paced environment
• Ability to work in a team-oriented environment, and to accept assignments with an open, cooperative attitude
• Commitment to providing outstanding customer service and representing the bank in a professional manner at all times
• Ability to develop and maintain knowledge of bank products and services, as well as ability to remain knowledgeable about relative banking and payments technologies available to customers
• Ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or irate customers

Responsibilities to include, but not limited to:

• Answer high volume of inbound calls promptly and professionally
• Route calls to appropriate branches, departments, or individuals
• Assist customers with a wide range of banking inquiries, including account balances, transactions, and account maintenance
• Provide customers with online banking support, such as password resets, login issues, bill payments inquiries and issues, etc.
• Identify customer needs and recommend appropriate banking products and services to meet those needs
• Handle customer complaints, resolve issues, and escalate complex problems to the appropriate department when necessary
• Process transactions accurately and efficiently, such as funds transfers, loan payments, check orders, stop payment orders, and account updates
• Process debit card maintenance, such as ordering debit cards, modifying debit card limits, placing card travel notifications
• Intake customer reports on bank errors, account errors, transaction errors, lost/stolen ATM/Debit cards, etc.
• Maintain up-to-date knowledge of bank products, services, and policies to provide accurate information to customers
• Adhere to all security and compliance protocols and policies to protect customer information, prevent fraud, and report all adverse incidents in a timely manner
• Engage in oral and written communications with customers, department personnel and management
• Utilize multiple bank applications in order to assist customers in a most efficient and timely manner
• Recognize, document, and alert immediate supervisor of any out of the ordinary customer situations timely
• Meet or exceed performance targets for call quality, customer satisfaction, and productivity
• Other duties, as assigned

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Sitting for long periods
• Using a computer
• Speaking on the phone consistently: talking and hearing
• Office setting
• Fast-paced environment
• High call volumes
• Noise levels can be high due to multiple conversations happening simultaneously