Role Summary

As a Contact Center Representative I at Legacy Bank, you will play an important role in delivering exceptional services and solutions to our customers. In this position, you will be responsible for handling a variety of customer inquiries, resolving issues effectively, and providing accurate information about or banking products and services.

If you have a knack for solving nuanced problems and have a passion for helping others, we invite you to apply today!

Responsibilities

• Answer incoming calls and verify the caller’s identity per the set procedures. Determine the needs of the customer then determine if direct assistance can be provided or the customer will need to be connected with the appropriate resource/department.
• Processes various transactions for customers (i.e. transfer of funds between all types of accounts, stop payments, close and reorder debit cards, provides balance and transaction activity, reissue and reset pin numbers, loan payments, online banking support etc.) to assure customer’s needs are addressed in a polite an friendly manner.
• Assists customer(s) and departments with processing wire transfer requests. Representative may be the person originating or verifying the wire request for timely processing.
• Assists Deposit Operations Department with duties that need to be carried out on a daily basis. Duties may vary day to day.
• 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.
• Other duties as assigned.

Qualifications

• High School Diploma (or equivalent) required.
• Strong interpersonal and customer service skills.
• Comfortable using various browsers and operating systems needed.
• Ability and willingness to work a rotating schedule / overtime, as needed.
• Previous contact center experience is a plus.

Key Attributes

• Adaptable to change and likes solving variable problems.
• Dependable team player who looks at the positives of any situation.

Who We Are

Since our founding in Colwich, Kansas nearly 140 years ago, Legacy Bank has established itself as a strong community partner and a preferred place of employment. Now in our fifth generation of leadership, our focus remains on our people and delivering relationships, service, and solutions to our area communities. 

All employees are expected to actively promote Legacy Bank to existing and prospective customers in order to obtain and build the Bank’s customer base and thereby enhance Legacy Bank’s growth and profitability.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. 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.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Equal Opportunities

Legacy Bank is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.