What are the responsibilities and job description for the Customer Care Center Agent I position at Southern Bank and Trust?
Position: Customer Care Center Agent I
Reports To: Customer Care Center Manager
Indirectly Reports To:
Reports To This Position: None
FLSA Status: Non-Exempt
Role Summary:
To provide clients with accurate answers and information concerning their accounts, policies and procedures within established service levels and service quality metrics.
Specific Job Functions (Duties/Responsibilities):
- Provide service support to Southern Bank clients initiating contact via the Customer Care Center, which may involve questions regarding products, online support and their accounts.
- This position communicates directly with clients, as well as internal service partners, to effectively resolve issues, questions, and service requests.
- The Customer Care Center Agent will utilize skills and expertise to deliver premier customer service through defined procedures, established policies, and their own robust knowledge.
- This position is responsible for client satisfaction and retention through accurate and thorough processing, efficient problem solving, and effective service partner assistance.
- Perform other duties as assigned.
JOB REQUIREMENTS:
Knowledge/Skills/Abilities Required:
- Maintain a professional and pleasant manner under pressure
- Maintain up-to-date knowledge of all Bank services and products
- Proactive teamwork and cooperation
- Adhere to established service level and quality assurance metrics
- Excellent customer service skills including ability to handle difficult customer situations
- Excellent communication and listening skills
- Ability to handle detailed documentation
- Ability to engage with clients verbally while simultaneously completing online documentation of the conversation
- Strong PC skills with emphasis on Microsoft office applications
- Previous experience in service desk environment preferred
Education/Experience Requirements:
- High School diploma or general education degree (GED) or equivalent.
- Previous community Banking experience with new accounts preferred.
- One to two years of previous experience in customer contact or sales roles preferred.
- Capable user of standard office equipment/software applications.