Call Center Agent

Key Accountabilities for This Position

• Thorough knowledge of the Bank’s core system.
• Proper phone skills and etiquette.
• Strong attention to detail and follow through.
• Thorough knowledge of Mechanics Cooperative Bank's products and services.
• Ability to market and refer products to customers.
• Strong compliance and Federal Regulation knowledge.
• Good problem-solving and decision-making abilities.
• Knowledge of basic computer functions and strong math skills.
• Excellent oral and written communication skills.
• Retail/sales experience or equivalent work experience preferred.
• Must possess at least intermediate technology, fluency in Windows Operating Systems and Microsoft Office tools.
• Must be able to relate to other people beyond giving and receiving instructions
• Must be able to get along with coworkers or peers without exhibiting behavioral extremes
• Display a willingness to receive and respond appropriately to criticism from a supervisor
• Ability to effectively communicate information and respond to questions in person and in group settings with customers, vendors, and employees

Specific Duties and Accountabilities

• Always deliver superior customer service.
• Identify, support and resolve service needs of customers in an environment that requires accuracy, multi-tasking and effective listening and communication skills.
• Provide back-office support for the branch network.
• Demonstrate an understanding of the multiple ways customers’ bank using online and mobile technology and branch offices. Explain the services and various channels.
• Identify and report fraud or suspected fraud occurrences. Is continuously aware of fraud threats and steps needed to protect customers and the Bank.
• Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, and new card orders.
• Protect customer information by following department security guidelines and procedures.
• Complete necessary customer documents and forward them to branches for customer signatures.
• Participate in and support Call Center sales and cross selling efforts.
• Verification of address changes and online banking enrollments.
• Aid in Online Banking password resets and customer inquiries.
• Complete outbound calls for the 2 day calls on the 2x2x2’s.
• Responsible for reviewing incoming fax requests and forwarding them to the correct departments.
• Take ownership for customer error and problem solving including any necessary research to bring about a positive resolution to the problem.
• Participate in customer courtesy call initiatives including quarterly Call Night.
• Serve as sales champion for all delivery channels
• Meet expectations for all call center-related statistics, including but not limited to measurement of calls handled and not ready times.
• Responsible for tracking and maintaining detailed customer call notes.
• Actively listens to clients to identify referral opportunities.
• Respond to Contact Us and Secure Messaging and respond to customers in a timely manner.
• Address basic loan inquiries.
• Complete all training requirements on time.
• Other duties as assigned.

Job requirements

• Calls may be monitored and or recorded for quality service and training purposes.
• Strong computer skills including familiarity with multiple browsers, multiple tabs, and multiple window navigation required.
• Must be able to overcome disgruntled customer objections and work toward a positive outcome.
• Ability to perform in a face-paced environment requires high energy and strong sense of urgency.
• Stationary position wearing a headset for extended periods of time.
• Good knowledge of Bank products and services, sufficient to have initial conversations with prospects, qualified leads and refer business customers.
• Responsible for adhering to all applicable Bank policies, procedures, law and regulations.
• Thorough understanding of residential and consumer lending products.
• Call Center/sales experience or equivalent work experience preferred.
• A mobile phone is required to perform multifactor authentication on system applications and as a method of contact.
• Flexibility with scheduling and Saturday hours required.
• Must be self-motivated and work well in a team environment.