Description

Department: Contact Center  

FLSA Status: Non-Exempt  

Job Status: Full Time 

Reports To: Kelli Bailey 

Amount of Travel Required: Minimal Travel Required

Work Schedule Details: Position requires flexibility Monday through Friday 7:00 a.m. to 7:00 p.m. and  

Saturday 9 a.m. to 2 p.m.

POSITION SUMMARY 

The Contact Center is the primary point of contact for customers. As a Contact Center agent, you will identify and resolve customer issues or problems while handling both inbound and outbound customer communications in a friendly and courteous manner. The agent will maintain a working knowledge of the organization, products, services, policies, and computer systems. 

ESSENTIAL FUNCTIONS 

Reasonable Accommodations Statement 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

Essential Functions Statement(s) 

• Give exceptional customer service by displaying sincere, outgoing, and friendly service when processing internal and external customer needs.
• Offer additional services to customers by recognizing opportunities and educating customers about services, product enhancements, or new products.
• Answer telephone inquiries with proper telephone etiquette, account and customer verification techniques, while utilizing multiple banking systems. 
• Confer with customers by telephone, email and secure messaging channels, or in person to provide information about products and services, process requests, provide support, maintenance accounts, or resolve complaints. 
• Maintain thorough knowledge of all bank products and services ensuring customer receives accurate information. 
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. 
• Work with and/or refer unresolved customer grievances to designated departments for further investigation. 
• Promote professionalism and maintain a high level of cooperation with colleagues to ensure efficient and accurate service and operations. 
• Conduct follow-up calls with customers in a timely manner on items not able to be resolved on initial call.
• Listen to, clarify, and patiently resolve complaints. 
• File and maintain records. 
• Transmit information or documents to customers, using computer, mail, or fax machine. 
• Attend frequent training to stay informed of changes in systems, processes, and procedures.
• Demonstrate the ability to multi-task and manage changing job demands. 

Requirements

POSITION QUALIFICATIONS

Competency Statement(s) 

Accuracy - Ability to perform work accurately and thoroughly, with minimal errors. 

Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.

Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.

Detail Oriented - Ability to pay attention to the minute details of a project or task.

Communication - Ability to communicate effectively with others using the spoken word. Strong communication skills must be used through a variety of communication channels. 

Conflict Resolution - Ability to deal with others in an antagonistic situation.

Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

Decision Making - Ability to make critical decisions while following company procedures.

Friendly - Ability to exhibit a cheerful demeanor toward others.

Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.

Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Research Skills - Ability to design and conduct a systematic, objective, and critical investigation.

Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.

Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Demonstrate a team player mentality.

SKILLS & ABILITIES

Education: High School Graduate or General Education Degree (GED)

Experience: One year customer service experience required. 

Computer Skills: Knowledge of Microsoft Word, Email, Internet & PC Skills.

Certificates & Licenses: N/A

Other Requirements:

Strong communication skills 

Banking experience preferred

Bilingual preferred

PHYSICAL DEMANDS

Physical Demands Lift/Carry 

Stand N (Not Applicable) 

Walk N (Not Applicable) 

Sit C (Constantly)

Handling / Fingering C (Constantly) 

Reach Outward N (Not Applicable) 

Reach Above Shoulder N (Not Applicable) 

Climb N (Not Applicable) 

Crawl N (Not Applicable) 

Squat or Kneel N (Not Applicable) 

Bend N (Not Applicable) 

10 lbs or less N (Not Applicable) 

11-20 lbs N (Not Applicable) 

21-50 lbs N (Not Applicable) 

51-100 lbs N (Not Applicable) 

Over 100 lbs N (Not Applicable)

Push/Pull

12 lbs or less N (Not Applicable) 

13-25 lbs N (Not Applicable) 

26-40 lbs N (Not Applicable) 

41-100 lbs N (Not Applicable) 

N (Not Applicable) Activity is not applicable to this occupation.

O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs/day)