Client Contact Center Specialist

Summary

Responsible for servicing incoming client calls, answering client questions, and resolving account issues through extraordinary customer service. Candidates must be organized, detailed-orientated and demonstrate the ability to work in a fast-paced environment.

Specific Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answering technical support inquires via incoming calls, chat or email
• Identifies and escalates priority issues
• Routes calls to appropriate resources
• Performs follow up client calls where necessary
• Documents all call information according to standard operating procedures
• Demonstrates excellent customer service skills with the ability to take ownership in assisting, researching and resolving customer issues
• Navigating multiple computer systems while interacting with the clients
• Has a good understanding of online banking policies and procedures, debit card policies and procedures, as well as documentation required by government regulations
• Understands and maintains compliance with Bank policies and procedures and applicable laws and regulations, including BSA, AML, and Reg E., and Reg CC
• Performs other duties as delegated by Manager
  
  
  

JOB REQUIREMENTS

• High school diploma or equivalent
• Associate or Business degree preferred or equivalent experience
• Two to five years of job-related experience
• Clear, distinct oral and written communication skills
• Ability to work in a fast-paced environment and multi-task
• Must be detail oriented
• Dynamic interpersonal and judgment skills
• Professional demeanor and dependable work ethic
• Excellent data entry and computer navigation skills
• Proficient in Microsoft Office
• Able to work a variable schedule, including evenings and weekends, based on call center needs
  
  
  

Equal Opportunity Employer/Veterans/Disabled