Call Center Representative

JOB SUMMARY 

Provides quality service by telephone to bank customers in an efficient and professional manner.   Sells appropriate products via the telephone.  Researches and resolves customer requests and answers customer inaqujiries with regard to account maintenance, balance transfers, stop paymenets, statement requests, etc.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Receives and fields incoming customer service calls.
• Researches and resolves customer inquiries.
• Accepts inbound and makes outbound calls to develop client relationships.  Provides follow-up to ensure cusomter satisfaction.
• Responsible for knowledge and expertise in utilizing technology and numerous software packages used by the bank.
• Resets customer passwords on the Internet Banking Platform.
• Accepts and processes customer check orders.
• Performs other duties as assigned.

ADDITIONAL RESPONSIBILITIES:

• Attend seminars and meetings as appropriate
• Maintain confidentiality in accordance with the Code of Ethics
• Adhere to established security procedures
• Participate in proactive team efforts to achieve departmental and company goals

SUPERVISORY RESPONSIBILITIES:

• No supervisory responsibilities

KNOWLEDGE, SKILLS, AND ABILITIES:

• Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services.  This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Communication— Strong verbal and written communication skills and organizational skills.

• Computers/Technical--- Personal computer skills, and all company computer applications as necessary, i.e. email; intranet.
• Banking-- Knowledge of financial industry and bank dynamics, and a thorough knowledge of bank’s products and services, and bank security and transaction policies.

• Bank Secrecy Act – In the performance of all the respective tasks and duties, employee will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security and bank policies and procedures.

EDUCATION AND EXPERIENCE:

• High School diploma or equivalent
• Availability to work flexible hours

PHYSICAL/WORK CONDITIONS:      In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position.  Reasonable employee accommodations for physical or mental disabilities will be considered on a case-by-case basis.  While performing duties the employee is required to sit, talk and hear frequently, lift up to 10 lbs. occasionally; may be required to work weekends and attend remote meetings.