Job Summary 

The Call Center Associate position is responsible for providing customer assistance to Farmers & Merchants Bank (FMB) clients via telephone interaction. The Associate has a responsibility to learn and have understanding of all FMB products and services that the Call Center is responsible for providing service and communication of features, benefits, account details and providing all general servicing to our FMB customers.

Essential Duties 

• Provide timely customer service response to our FMB customers who contact the bank via telephone by: 
  1. Utilizing effective listening skills to insure understanding of the customer’s request(s). 
  2. Effectively managing product/service knowledge so that delivery of information is fast and accurate.
  3. Provide relative information, solutions and actions steps to address the customer’s needs.
  4. Managing talk time and wrap time to maximize the number of calls per hour handled.
  5. Maintaining a status of “on a call” or “available to take a call” and minimize “unavailable” status when possible.
  6. Maintaining good attendance and punctuality of scheduled shift start times. 
  7. Maintaining adherence to the published break/lunch schedule to insure proper Call Center staffing capacity.
• Insure that every caller is properly identified per the Customer Identification Program (CIP) and related policies, prior to providing any account specific information to callers.
• Process customer transactions (e.g. new accounts, P.I.N. resets, transfer of funds, stop payments, check orders, et al.)
• Deliver etiquette and effective call handling skills (proper greeting, close and utilization of the customer’s name during the call); keeping to a minimum, the number of calls that require Supervisor escalation.
• Adhere to bank policies and procedures and maintain a minimum level of errors to ensure a positive customer service experience with each customer.
• Identify opportunities to improve our customer’s relationship with FMB by suggesting additional bank products and services that will benefit the customer with their financial needs; meeting sales and cross-sale goals.
• Place after-call notes on the customer’s account profile after every call, where the customer is identified, to record the date, time, and purpose of the customer’s contact with the bank.

Required Knowledge 

• Products and Services
• Bank Policies/Procedures

• Privacy Laws
• Awareness of Federal Guidelines and Regulations

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. 

Basic Knowledge, Skills and Abilities 

• Call Center Associate candidates with previous banking or call center experience are preferred
• Knowledge of banking products and services
• Excellent customer service skills

Equipment Operated 

• Desk top Computers 
• Standard Office Equipment (copiers, fax machines) 

Physical Requirements & Work Environment 

• Requires repetitive movement.
• Requires sitting for prolonged periods of time.
• Requires lifting up to 25 lbs.
• Requires using hands to handle, control or feel objects.
• Office setting w/controlled temperature.

Education and Experience 

• High School Diploma 
• Previous work experience in banking or call center is preferred