Contact Center Representative

FLSA Status

• Non-Exempt

Job Summary

Performs a wide variety of functions in a fast-paced Contact Center environment while engaging with customers through multiple channels, including telephone, interactive video, web chat, secure mail, and online banking. Provides prompt, efficient, and exceptional customer service. Builds strong customer relationships by listening to and understanding individual customer needs. Maintains and utilizes extensive knowledge of bank products and services to provide customers with appropriate solutions, referrals, and sales opportunities.

Job Duties

• Process transactions in a non-traditional teller environment while offering excellent service using various forms of digital interaction. Transactions may include withdrawals, deposits & payments.
• Support and service new and existing customers using various forms of digital interaction, phone calls and e-mails, to ensure delivery of consistent, prompt, and professional customer experience.
• Answer incoming calls to the bank and transfers to other departments and/or employees only when necessary.
• Resolve customer issues efficiently and professionally with knowledge of all products, services and software.
• Proactively identifies and recommends additional ways to connect with customers to deliver exceptional customer service.
• Identifies customer needs beyond the initial inquiry and engages customers to understand their broader needs to recommend relevant bank products and services.
• Responsible for attaining monthly sales goals.
• Monitors and responds to inquiries received through the bank’s general email inbox in a timely and professional manner.
• Provides timely and professional assistance to customers through online banking chat.
• Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act.
• Other duties as assigned.

Essential Functions

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed in this job description are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Qualifications

• Education
  • High School Diploma or equivalent is required.
• Experience
  • Demonstrated experience providing professional and responsive customer service.
  • 1 year of banking experience preferred.
• Skills
  • Strong written and verbal communication skills.
  • Demonstrated ability to communicate with customers in a warm, empathetic, and professional manner.
  • Ability to perform simple arithmetic operations.
  • Strong active listening skills with the ability to understand and address customer needs in a fast-paced environment.
  • Ability to quickly learn and adapt to new technologies and processes.
  • Ability to communicate professionally and effectively through video conferencing.

Supervised by

• Contact Center Manager

Supervises

• None

Management retains the discretion to change this job description at any time