What are the responsibilities and job description for the Call Center Agent position at Sutton Bank?
Summary:
Responsible for answering incoming core banking customer and payments/prepaid cardholder inquiries. Provides over-the-phone customer assistance with items such as: requesting account information, maintenance and account set-up, etc. Responsible for establishing accounts received through on-line requests. Creates files to move funds within the bank, as well as, external establishments. Assists customers with account issues, identifies needs and cross sells other banking solutions.
Qualifications:
Education: High School Diploma. One year of education and/or training beyond high school, preferred. Or equivalent combination of education and experience.
Licenses/Certifications: None.
Experience: Three to six months of related experience and/or training.
Essential Functions:
Job Specific:
- Process new on-line banking and bill pay requests received through the website. Validate customer identity, determine eligibility, establish and maintain customer access.
- Answer customer questions pertaining to account balances, discrepancies, security and general account use. Research customer discrepancies, correct issue and follows-up with customer in a timely fashion.
- Correct errors resulting from the implementation of new accounts.
- Perform account maintenance as directed by retail and loan customers. Reset PIN/debit numbers, transfer funds, verify account activity.
- Identify customer banking needs and cross-sells other banking products.
- Maintains communication with customers via the phone, written correspondence and e-mails.
Knowledge/Skills/Abilities:
- The ability to communicate effectively and clearly, both in verbal and written communications.
- Excellent interpersonal skills.
- Strong knowledge of the business area that is being supported.
- Self-directed and motivated.
- The ability to manage multiple tasks.
- Provide exceptional customer service with each interaction. Exercise good judgment when performing job functions to safeguard the assets of the bank and the customer.