Call Center Agent

About the Role

The Call Center Agent is a key role within the organization, focused on providing exceptional service through various communication channels including phone, secure messaging, and contact forms.

Responsibilities

• Deliver superior customer service while handling inquiries with accuracy, multi-tasking, and effective listening and communication skills.
• Identify, support, and resolve customer service needs, including problem-solving and error resolution.
• Provide back-office support for the branch network.
• Demonstrate and explain the Bank’s services and channels, including online, mobile, and in-branch options.
• Identify and report fraud or suspected fraud, staying aware of fraud threats to protect customers and the Bank.
• Assist with debit card services, including travel alerts, limit increases, card activation/deactivation, and new card orders.
• Protect customer information by following department security guidelines and procedures.
• Complete and forward necessary customer documents to branches for signatures.
• Participate in sales and cross-selling efforts within the Call Center.
• Verify address changes and online banking enrollments.
• Assist with Online Banking password resets and customer inquiries.
• Complete outbound calls for follow-ups (e.g., 2x2x2 initiatives).
• Review and forward incoming fax requests to the correct departments.
• Take ownership of customer errors and conduct research to resolve issues positively.
• Participate in customer courtesy call initiatives, including quarterly Call Nights.
• Serve as a sales champion for all delivery channels.
• Meet call center performance metrics, including call handling and availability targets.
• Maintain detailed customer call notes and track interactions.
• Actively listen to clients to identify referral opportunities.
• Respond to "Contact Us" and Secure Messaging inquiries in a timely manner.
• Address basic loan inquiries.
• Complete all required training 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 abilities.
• Ability to market and refer products to customers.
• Strong compliance and Federal Regulation knowledge.
• Good problem-solving, decision-making, and math skills.
• Proficiency in basic computer functions, Windows Operating Systems, and Microsoft Office tools.
• Ability to relate to others beyond giving and receiving instructions.
• Strong interpersonal skills, including the ability to work well with coworkers and handle criticism professionally.
• Effective communication in group settings with customers, vendors, and employees.
• Retail/sales experience or equivalent work experience preferred.
• Strong computer skills, including familiarity with multiple browsers, tabs, and window navigation.
• Ability to handle disgruntled customers and work toward positive outcomes.
• Capability to perform in a fast-paced environment with high energy and a strong sense of urgency.
• Comfortable wearing a headset for extended periods in a stationary position.
• Good knowledge of Bank products and services to engage with prospects and refer business customers.
• Thorough understanding of residential and consumer lending products.
• Call Center or sales experience preferred.
• Mobile phone required for multi-factor authentication and contact purposes.
• Flexibility with scheduling, including Saturday hours.
• Self-motivated and able to work well in a team environment.
• Adherence to all applicable Bank policies, procedures, laws, and regulations.

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