Position Summary:

The Call Center Associate is responsible for handling inbound calls in a timely manner. Responsibilities include identifying customers' needs, clarify information, research and provide solutions and/or alternatives to customer inquiries.

Duties and Responsibilities

Maintain expert knowledge of bank products/services/systems used by customers.

Assisting customers with a variety of service and product needs including:

Providing account information

Deposit/withdrawal history

Loan payment amounts

Update customer information

General bank knowledge

Product knowledge and deposit rates

Online and mobile banking

Promote the use of products/services (mobile banking, phone banking, etc.)

Keep accurate call records of conversations with customers.

Perform other duties as required to fulfill the responsibilities of the position.

Follow procedures and policies that ensure compliance with not only Bank policies and procedures, but also all applicable federal and state banking regulatory agency policies.

Comply with bank standards for attendance and hours of work.

Qualifications

Education/Experience:

High school diploma required

Three or more years of experience in call center or customer service role.

Banking experience is preferred.

Must have a strong service delivery background, positive attitude with excellent customer service, and interpersonal skills.

Skills and Abilities:

Maintain high level of confidentiality and privacy. Employees are required to observe the strictest confidentiality in regard to any customer or bank information they become privilege to during their employment and to maintain this confidentiality after their employment ceases.

Attention to detail, well organized, and ability to prioritize

Ability to effectively manage one’s time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks.

Strong phone and verbal communication skills along with active listening.

Excellent verbal and written communication skills. Must be able to communicate thoughts clearly, both orally and written.

Quickly resolve service issues why demonstrating respect, dignity, and empathy in tone

Ability to work independently and as a team

Proficient computer skills: programs including, but not limited to MS Office, MS Outlook, Adobe Creative Suite, and Internet Explorer.

Ability to understand functionality of phone system.