Description

Job Summary Overview

The position is responsible for delivering services and expertise to business and consumer members by phone with a focus on growing business and empowering members toward self-service options. ACD queues include but are not limited to 100 Club, Card Inquiry, General Inquiries, Password Resets, Technical Support, Technical Support Internal (supporting branches), Business Services, and Spanish (if applicable).

Essential Job Functions

• Maximizes each new and existing member contact as an opportunity to create or expand a mutually beneficial relationship, including offering products or services to assist members in their current financial needs. A minimum number per month is required. 
• Obtains and maintains up to date organizational knowledge on products, services and the technical capacities needed for specialty systems including but not limited to NCR online banking/mobile banking admin console, CST bill pay, Visa DPS, Zelle, PowerOns and Temenos.
• Communicates opportunities for process improvement and ways to increase efficiency within the call center. Follows organizational security procedures and training to minimize organizational risk while providing remote services.
• Supports relationship banking service strategy by demonstrating habits and behaviors consistent with brand guidelines and referrable experiences.
• Must be an excellent problem solver and have the ability to keep a calm voice during stressful interactions. 
• Must complete notes/processes while in conversation with members. Must be able to multitask. 
• Must achieve schedule adherence evaluation of the percentage of time serving members in accordance with the published schedule. 
• Performs other job-related duties as assigned.

Requirements

Position Required Qualifications

Minimum Education and Experience

High School diploma or general education degree (GED). 

Knowledge, Skills, and Abilities

Knowledge of computers and software applications in Windows, Excel, and Word. Ability to type 45 words per minute. Ability to perform 10-key accurately. Ability to read, write, speak, and use proper grammar in English. Ability to read, interpret and analyze written instructions, correspondence, and procedure manuals. Ability to speak effectively to members regarding sensitive inquiries or complaints and ability to present information to groups. Ability to apply commonsense understanding when dealing with problems involving variables in standardized situations. Ability to professionally communicate while presenting information to members and/or department staff. Ability to communicate verbally both in person and on the telephone. Ability to calculate rates, ratios, and percentages. Ability to speak effectively to members regarding sensitive inquiries or complaints. Process teller transactions and teller related functions. 

Licenses, Training, and Certifications Required

None. 

Preferred Qualifications

Twelve months with Arizona Financial. One (1) year experience in a financial institution, call center or any related customer service field.

Hybrid Work Environment and Physical Demands

• Occasionally required to stand, walk, climb or balance; stoop, kneel, crouch or crawl.  
• Regularly required to sit; use hands to finger keys accurately when using calculator machines or computer keyboards; reach with hands and arms. 
• Regularly lift and/or move up to 25 pounds.  
• Specific vision abilities required by this job include close vision, distant vision, peripheral vision, and ability to adjust focus.  
• The noise level in the work environment is usually high.  
• Must be able to travel independently to department and branch locations. 

NOTE: The job description is intended to be generic in nature. It is not an exhaustive list of all duties and responsibilities. Requirements listed in the above qualifications and physical requirements are representative of the knowledge, skill, abilities, physical demands, or work environment required or encountered that must be met by an employee to successfully perform each duty and each function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Employees who work from home must have business operational internet to complete work tasks and communicate via video call or chat messaging systems in a dedicated workspace.