What are the responsibilities and job description for the Contact Center Agent I position at Greenfield Savings Bank?
Position Title: Contact Center (CC) Agent I
Reports to: Assistant CC Manager or CC Manager
Location: Turners Falls or Northampton (on-site)
General Statement Of Duties
The CC Agent will perform platform duties as required to ensure smooth Contact Center operations. The CC Agent is expected to provide an unparalleled experience for the customer in whichever manner they choose to communicate with the bank.
Essential Job Responsibilities
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.
Reports to: Assistant CC Manager or CC Manager
Location: Turners Falls or Northampton (on-site)
General Statement Of Duties
The CC Agent will perform platform duties as required to ensure smooth Contact Center operations. The CC Agent is expected to provide an unparalleled experience for the customer in whichever manner they choose to communicate with the bank.
Essential Job Responsibilities
- Required to provide unparalleled customer service during each interaction through a high level of professionalism on phones, through chat, social media, or Interactive Teller Machine (ITM).
- Contributes to building a positive team environment.
- Responsible for compliance and understanding of the Bank’s policies, procedures, and legal guidelines, both new and existing.
- Assumes responsibility for self-improvement through training courses (internal and external) as well as personal curiosity and inquisitiveness
- Process transactions as requested by customers such as deposits, withdrawals, or payments.
- Process all routine customer requests including but not limited to wires, fraud, debit cards, research.
- Will be responsible for meeting individual Key Performance Indicators (KPI’s) service goals.
- Advises customers on how our products and services can meet their financial needs.
- Additional responsibility, as needed by office, will be assigned by manager
- Internal candidates: Must have a “Meets Expectations” on previous performance review if applicable and be in good standing.
- 1 years of banking or financial services experience or customer service
- Great interpersonal and communication (written and oral) skills
- Ability to perform simple math such as interest calculations, percentages, multiplication, and division.
- High School Diploma or equivalent. B.S. or Associates in Business or related field desired
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.