Call Center Representative

Position Summary

The Call Center Representative serves as the primary point of contact for customers, providing exceptional service and support via phone, email, and digital channels. This role is responsible for handling customer inquiries, processing account-related requests, resolving issues, and promoting bank products and services while ensuring compliance with banking regulations and security procedures.

Key Responsibilities

• Answer incoming customer calls in a professional, courteous, and timely manner.
• Assist customers with account inquiries, balances, transactions, online banking, debit cards, and other banking services.
• Resolve customer concerns and complaints while providing a positive customer experience.
• Verify customer identities and maintain confidentiality in accordance with bank policies and regulatory requirements.
• Process routine service requests, including address changes, stop payments, account maintenance, and debit card support.
• Review mobile deposits, ATM deposits, and Remote Deposit Capture (RDC) transactions for potential fraud, suspicious activity, duplicate presentments, and deposit exceptions.
• Educate customers on available banking products and services and identify opportunities for referrals.
• Escalate complex issues to appropriate departments or management when necessary.
• Meet established performance metrics, including call quality, productivity, and customer satisfaction goals.
• Stay current on bank products, procedures, policies, and regulatory requirements.

Education

• High school diploma or GED required.
• Associate degree in Business, Finance, or a related field preferred.

Experience

• Minimum of 1 year of customer service experience required.
• Previous call center, banking, financial services, or retail banking experience preferred.

Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to multitask and navigate multiple software systems simultaneously.
• Attention to detail and accuracy.
• Strong organizational and time-management skills.
• Ability to work in a fast-paced environment.
• Basic knowledge of banking products and services preferred.
• Proficiency with Microsoft Office and customer service software systems.