What are the responsibilities and job description for the Contact Center Specialist position at Northern Bank?
SUMMARY/OBJECTIVE:
The Contact Center Specialist I is responsible for utilizing their advanced knowledge and technical skills to resolve inquiries effectively and efficiently, relative to the Bank’s products and services.
ESSENTIAL FUNCTIONS:
•Responds to inquiries and requests from external, internal, and potential customers
•Guides online users through the Banks consumer and business electronic banking services, including but not limited to, mobile banking, RDC, bill-pay, and external transfers
•Research and resolve issues related to the Bank’s products and services
•Troubleshoot customers’ ability to perform online and mobile banking functions
•Provide assistance with password resets
•Stay current with information systems and training
•Processes account maintenance requests and other data entry functions
•Performs other deposit related functions as may be required
•Promotes and sells new products to existing and/or potential customers thorough a relationship-based approach
•Assists customers opening on-line accounts while detecting and preventing fraud
JOB QUALIFICATIONS:
•1-2 years’ experience in Banking Customer Service, Deposit Operations, Contact Center and/or Retail Banking
•Comprehensive knowledge of the Banks deposit and services. Knowledge of loan products and credit card products
•Comprehensive knowledge of the Bank’s electronic services, including but not limited to, consumer and business electronic banking, mobile banking, bill-pay, external transfers, people pay, debit cards, and wire transfers
•Practical knowledge of Cash Management services, including but not limited to, ACH origination, DESA, Lockbox, Remote Deposit Capture, and merchant services
•Working knowledge of Bank policies and procedures including those governed by Federal or State Regulations
•Experience/Knowledge of the following is preferred: MS Office applications, e-Manager, eVision, Customer Service Tool, Mobile Banking Admin Tool, Harland Clarke Checking Ordering, Vision Content, Sendpoint Dashboard, FIS IBS Insight, Business Service Tool, RSA, CMSe for Debit and ATM Cards, Data Navigator, Lockbox Central, Xpress Deposit, FXD, and Salesforce CRM
The hourly rate range for the Contact Center Specialist is $28.85 - $31.25 per hour.
The Contact Center Specialist I is responsible for utilizing their advanced knowledge and technical skills to resolve inquiries effectively and efficiently, relative to the Bank’s products and services.
ESSENTIAL FUNCTIONS:
•Responds to inquiries and requests from external, internal, and potential customers
•Guides online users through the Banks consumer and business electronic banking services, including but not limited to, mobile banking, RDC, bill-pay, and external transfers
•Research and resolve issues related to the Bank’s products and services
•Troubleshoot customers’ ability to perform online and mobile banking functions
•Provide assistance with password resets
•Stay current with information systems and training
•Processes account maintenance requests and other data entry functions
•Performs other deposit related functions as may be required
•Promotes and sells new products to existing and/or potential customers thorough a relationship-based approach
•Assists customers opening on-line accounts while detecting and preventing fraud
JOB QUALIFICATIONS:
•1-2 years’ experience in Banking Customer Service, Deposit Operations, Contact Center and/or Retail Banking
•Comprehensive knowledge of the Banks deposit and services. Knowledge of loan products and credit card products
•Comprehensive knowledge of the Bank’s electronic services, including but not limited to, consumer and business electronic banking, mobile banking, bill-pay, external transfers, people pay, debit cards, and wire transfers
•Practical knowledge of Cash Management services, including but not limited to, ACH origination, DESA, Lockbox, Remote Deposit Capture, and merchant services
•Working knowledge of Bank policies and procedures including those governed by Federal or State Regulations
•Experience/Knowledge of the following is preferred: MS Office applications, e-Manager, eVision, Customer Service Tool, Mobile Banking Admin Tool, Harland Clarke Checking Ordering, Vision Content, Sendpoint Dashboard, FIS IBS Insight, Business Service Tool, RSA, CMSe for Debit and ATM Cards, Data Navigator, Lockbox Central, Xpress Deposit, FXD, and Salesforce CRM
The hourly rate range for the Contact Center Specialist is $28.85 - $31.25 per hour.
Salary : $29 - $31