CONTACT CENTER AGENT - PART TIME

Department: Contact Center

FLSA Status: Non-Exempt

Job Status: Part 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.