Call Center Representative

Description

DEPARTMENT: Operations

REPORTS TO:   Call Center Supervisor

JOB SUMMARY: The Call Center Representative serves as a trusted point of contact for customers and staff, providing friendly and efficient assistance to ensure positive banking experience across every interaction.

DUTIES AND RESPONSIBILITIES: The job responsibilities include, but are not limited to the following:

• Promptly answer and direct both customer and internal phone calls.
• Provide internal support to branch and department staff.
• Review and balance remote deposit capture (RDC), mobile deposits, and ATM deposits daily to ensure accuracy and timely processing.
• Manage returned mail and maintain accurate customer contact information.
• Assist customers with online banking and mobile banking support such as password resets and feature guidance. 
• Perform debit card maintenance, including card activations, hot carding, limit increases, whitelisting and general support.
• Handle customer research requests.
• Process telephone account transfer requests promptly and accurately.
• Manage daily CRM cases promptly and accurately.
• Manage monthly reports (digital loss/stolen, restricted cards, limit changes)
• Participate in bank-wide sales referral incentive program by identifying opportunities to promote bank products and services that best meet the customers needs.
• Deliver exceptional customer service while always maintaining confidentiality and professionalism.
• Participate in bank-sponsored community activities.
• Follow all company policies and procedures
• Any other task delegated by the Call Center Supervisor

Qualifications

EDUCATION AND EXPERIENCE REQUIRED:

• High School diploma, GED, or equivalent.
• Minimum 6 months in customer service

EDUCATION AND EXPERIENCE PREFERRED:

• Previous Teller experience.
• Previous call center experience

COMMUNICATION:

• Must be able to provide information to supervisors, co-workers, and customers both verbally and in written format.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficient in Microsoft Word and basic understanding of Microsoft Excel and Microsoft Outlook.
• Ability to pay close attention to detail.
• Proficient in typing and 10-key calculator.
• Ability to comprehend and analyze information in order to draw a conclusion.
• Ability to multi-task in a fast-paced work environment.
• Ability to organize and prioritize daily tasks.
• Ability to read and interpret documents.
• Must be able to maintain composure, suppress extreme emotions, control anger, and avoid aggressive behavior even in trying situations.
• Ability to present a business professional appearance.
• Must have reliable transportation to commute to and from work.

PHYSICAL REQUIREMENTS:

• Must be able to work at a computer station in front of a monitor for up to 4 hours at a time without the opportunity for a break.
• Must be able to interact with the public utilizing various methods of communication.
• Employee may be required to squat multiple times per day and remain in that position for short periods of time while accessing filing cabinets or distributing mail at ground level. This could occur as few or as many times as necessary to accomplish the required task.
• Must be able to lift and carry approximately 20-30 pounds multiple times throughout the day

MENTAL REQUIREMENTS:

• Must have the attention span to stay alert and attentive during a normal 8-hour workday.
• The Call Center Representative I must be able to make sound, quick decisions based on the facts of a situation, and remain calm and in control in a possible ever-changing environment or an emergency.
• Must be able to follow instructions and procedures exactly as trained or as directed by his or her supervisor.
• Must be able to listen to, grasp, and respond positively to supervision and instructions by Management.
• Physical and cognitive ability to perform the essential duties and functions of his/her job.

Salary : $15 - $17