Call Center Agent

About the Role

The Call Center Agent is a key role within the organization, focused on providing exceptional service through phone, secure messaging, and contact forms. Agents resolve problems, identify customer needs, address complaints, and recommend solutions while maintaining strong compliance and regulatory knowledge.

Responsibilities

• Deliver superior customer service in a fast-paced environment requiring accuracy, multitasking, and effective communication.
• Identify, support, and resolve customer service needs, including back-office support for the branch network.
• Demonstrate understanding of customer banking channels (online, mobile, branch) and explain services.
• Identify and report fraud or suspected fraud, staying aware of threats to protect customers and the Bank.
• Assist with debit card services: travel alerts, limit increases, card activation/deactivation, and new card orders.
• Protect customer information by following security guidelines and procedures.
• Complete customer documents and forward them to branches for signatures.
• Support Call Center sales and cross-selling efforts, including verification of address changes and online banking enrollments.
• Assist with Online Banking password resets and customer inquiries.
• Make outbound calls for follow-ups (e.g., 2x2x2 initiative).
• Review and forward incoming fax requests to the correct departments.
• Take ownership of customer errors and problem-solving, including research for positive resolutions.
• Participate in customer courtesy call initiatives, such as quarterly Call Night.
• Serve as a sales champion for all delivery channels.
• Meet call center metrics, including calls handled and "not ready" times.
• Track and maintain detailed customer call notes.
• Actively listen for referral opportunities and respond to "Contact Us" and secure messaging in a timely manner.
• Address basic loan inquiries.
• Complete all training requirements on time.
• Perform other duties as assigned.

Requirements

• Thorough knowledge of the Bank’s core system and Mechanics Cooperative Bank’s products and services.
• Strong phone skills and etiquette, with excellent oral and written communication.
• Ability to market and refer products to customers.
• Strong compliance and Federal Regulation knowledge.
• Good problem-solving, decision-making, and basic math skills.
• Intermediate technology fluency, including Windows Operating Systems and Microsoft Office tools.
• Ability to relate to others beyond giving/receiving instructions and work well in a team environment.
• Willingness to receive and respond to supervisor criticism appropriately.
• Strong computer skills, including familiarity with multiple browsers, tabs, and window navigation.
• Ability to handle disgruntled customers and work toward positive outcomes.
• High energy and sense of urgency for a fast-paced environment.
• Comfortable wearing a headset for extended periods.
• Good knowledge of Bank products and services for initial conversations with prospects and customers.
• Thorough understanding of residential and consumer lending products.
• Call Center/sales experience or equivalent work experience preferred.
• Mobile phone required for multifactor authentication and contact.
• Flexibility with scheduling, including Saturday hours.
• Self-motivated and able to work well in a team.

Calls may be monitored and/or recorded for quality service and training purposes.