What are the responsibilities and job description for the Contact Center Specialist position at BANK-SHARED SERVICE?
Purpose of Position:
Contact Center Specialist is responsible for providing friendly, competent and professional service to prospective and existing customers via telephone and electronic channels such as email and chat. In addition, the Specialist will provide customers with convenient options to manage their accounts and product solutions that meet their financial needs.
Primary Responsibilities:
- Receives and processes incoming calls from customers and determines the appropriate response or direction for the caller
- Responds to website and chat inquiries and determines the appropriate response or direction for the caller
- Identifies customers’ needs and provides appropriate solutions by cross selling products/services
- Manage multiple interactive chats with customers utilizing Glia
- Ability to utilize technology to manage calls
- Ensures that all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to this position, including completion of required compliance training.
- Accomplish tasks between calls as assigned by Contact Center Manager
Experience, Education, Technical Knowledge
- High school degree
- Previous experience in a customer support role
- Possess excellent telephone skills.
- Possess good oral and written communication skills
- Ability to multi-task, set priorities and manage time effectively.
- Ability to work phone system efficiently.