This is NOT a work from home position.The position can be based in Warner Robins, GA or Statesboro, GA.

SUMMARY

A Contact Center Universal Agent is responsible for representing Morris Bank internally and externally in a professional manner always.

Each Agent will be responsible for processing inbound calls while delivering a Code BLUE quality customer contact experience.

This role requires strong communication skills, a customer centered approach, and the ability to navigate multiple banking systems efficiently.

The expectation would be to always communicate effectively during interactions leading to a positive professional experience that builds trust and deepens our commitment to the communities we serve.

This is NOT a work from home position.The position can be based in Warner Robins, GA or Statesboro, GA.

POSITION RESPONSIBILITIES

• Provide outstanding customer service to customers inquiring about banking products, services, and account-related matters.
• Handle incoming calls, emails, and online correspondence promptly and professionally.
• Assist customers with account transactions, online banking, electronic and debit card assistance.
• Identify and resolve customer issues and complaints in a timely manner, escalating complex cases to appropriate channels when necessary.
• Educate customers on banking policies, procedures, and self-service options to empower them to manage their accounts effectively.
• Maintain accurate and detailed records of customer interactions and transaction to assist customers across multiple designated systems.
• Promote and cross-sell banking products and services to meet individual and team goals.
• Stay up to date on the latest banking products, services, and industry regulations to provide accurate information to customers.
• Collaborate with other departments to address customer needs and concerns effectively.
• Adhere to compliance standards and regulations to ensure security and confidentiality of customer information.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

• High School Diploma or equivalent.
• One to two years of similar experience or equivalent combination of college education and / or experience preferred.
• General knowledge of bank operations, policies, and procedures. Bank Secrecy Act / Anti-Money Laundering Program knowledge preferred.
• Basic knowledge of Morris Bank products and services.
• Adaptive to new technology. Proficient in banking software systems is a plus.
• Strong attention to detail, effective communication skills to be able to convey complex issues simply, patience, good judgement, and pleasant phone voice.
• Must be a team player

SUPERVISORY REQUIREMENTS : None

WORKING CONDITIONS

• Requires employee to remain sedentary within office / cubicle
• Requires some travel for training / seminars

The requirements listed above are representative of the knowledge, skill, and / or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

This job description is not intended to be and should not be construed as an all-inclusive list of the responsibilities, skills, or working conditions associated with the position.

While this job description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add, or remove duties and assign other duties as necessary.

Last updated : 2024-05-19