What are the responsibilities and job description for the Senior Contact Center Agent position at fnbalaska?
GENERAL PURPOSE SUMMARY
Provides consistent and exceptional service when assisting customers and prospective customers via phone and email from a centralized customer service center; provides account and bank services information and accepts and processes various transactions; provides high-level technical support for the bank’s digital services; and transfers inquiries to appropriate bank departments by performing the following essential duties and responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provides consistent and exceptional service when assisting customers and prospective customers via phone and email from a centralized customer service center; provides account and bank services information and accepts and processes various transactions; provides high-level technical support for the bank’s digital services; and transfers inquiries to appropriate bank departments by performing the following essential duties and responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Uses professional and courteous telephone and email communication to determine customer needs and takes appropriate action to ensure customers receive timely, accurate, and dependable assistance.
- Researches and solves for more complex customer questions, problems, and/or complaints to resolve issues by demonstrating exceptional communication skills and facilitating effective problem solving with customers and co-workers; and obtains supervisor's assistance when necessary.
- Collects information from customers by phone, mail, and email, to prepare new and updated deposit account paperwork, and opens new deposit accounts upon receipt of completed and approved paperwork.
- Meets or exceeds established expectations as they relate to call handling and customer experience, including average talk time, wrap-up codes, not-ready time, etc. Demonstrates willingness to receive coaching and consistently fosters a collaborative atmosphere.
- Acts as a liaison between customers and various bank departments.
- Provides technical knowledge related to digital functions such as VPN use, device functions, browser configuration and settings, etc. Provides advanced level of knowledge when assisting customers with debit card cancellations and reissues, account disputes, placing stop payments, and researching account transactions.
- Handles high-level troubleshooting for the Bank’s digital services to include enrollment, error resolution, resetting passwords, and instruction.
- Adheres to strict security procedures for customer verification. Recognizes, reports, and takes appropriate action for any red flags needing immediate attention.
- Analyzes abnormal digital activity reporting for potential fraud and takes appropriate action to protect the customer and bank. Makes outbound calls when needed to validate online access and/or abnormal transactions.
- Builds and deepens relationships with customers to uncover banking needs, and uses expert knowledge to cross-sell products, services, and solutions in alignment with the bank’s brand. Provides customers with value-added services while increasing the bank’s revenue.
- Provides training and reviews work of lower level employees in Unit for accuracy and error resolution. Proactively shares resources and knowledge with co-workers to enhance overall team performance.
- Keeps current and complies with pertinent bank regulations, including but not limited to Reg. DD, Reg. CC, Reg. E, Bank Secrecy Act, Community Reinvestment Act, Right to Financial Privacy Act, FDIC Insurance Provisions, and Regulation Z.
- Performs other work-related duties as assigned supervisor.
- Stay up to date on relevant laws and regulations and complete all compliance training on time.
- Knowledgeable of and comply with bank policies, procedures, laws, and regulations that apply to you and your job.
- Maintain customer confidence and protect the bank’s operations by identifying and protecting confidential information.