Call Center - Part-Time - Customer Experience Specialist I

Position Summary

Provides customer service via the telephone for routine inquiries and concerns from customers and branches regarding banking products and financial services.

Essential Functions

• Assist customers and branches needing technical assistance with all Bank related business products such as Online Banking, IVR, ITM, etc.
• Assist customers and branches with inquiries by electronically retrieving information regarding the customer account and transactions in question while following Bank, regulatory and legal compliance requirements.
• Effectively assist customers and branches with concerns and/or difficult problems while working toward resolution and referring to supervisor/manager as needed.
• Work to achieve continued satisfaction and retention of existing customers by promoting and educating them relative to products that will further benefit their banking experience with RCB Bank.
• Navigate a computerized system of tracking, information gathering and/or troubleshooting while analyzing problems quickly, leading conversations toward logical conclusions and clearly defining solutions for customers.

Duties by Knowledge and Skill Level

• Account Inquiry, Funds Transfers, Online Banking Password Resets, IVR Password Resets
• ATM Checkcard Information, Stop Payments, Verify Funds, Transaction Research
• Card Research (Limit Increases and Foreign Exemptions), Check Orders, Disputes (ACH and Card)
• Forgeries and Fraud
• Loan Payments and Payoffs, Fresh Start Agreements, Loans, Wire Transfers
• New Account Information, Rewards Account Information and Qualifications, Quote Interest Rates (DDA, SAV, CD and IRA), Bounce Protection and Reg-E (Enhanced Bounce)

Requirements

• One (1) year of customer service experience required. Call Center experience preferred.
• High school diploma or GED required.
• Must be able to work a minimum of one (1) year in the Call Center before posting for positions outside the department.
• Management can assign or reassign duties and responsibilities to this job at any time as needed.

Skills & Qualifications

• Strong telephone, reading comprehension and communication skills, both verbal and written.
• Strong customer service skills to assist customers with ease and communicate with professionalism and care.
• Strong analytical and problem-solving skills with ability to make decisions independently.
• Must possess a can-do attitude in order to look for positive solutions to customer and department situations.
• Knowledge of various banking and cash management products and systems.
• Ability to work in a fast-paced phone environment.
• Ability to multitask while taking phone calls, chat sessions, emails, etc.
• Typing ability.
• Strong client focus with excellent problem solving and decision-making skills.
• Positive attitude and ability to work well in a team environment.
• Proficient in applicable computer systems (Microsoft Word, Excel, PowerPoint, Outlook and Internet Explorer).

Working Conditions

• Office environment within a climate-controlled call center, which may be in the basement of some facilities.
• Frequent use of the telephone, computer and other office equipment.
• Seated at personal desks for most of the day.
• Must be able to perform job functions with general supervision and work effectively as a member of a team or independently.
• Must maintain a pleasant/cooperative attitude during times of high call volume.
• Must be capable of working harmoniously with diverse personalities of co-workers and internal customers.
• Requires regular and reliable attendance and the ability to work varying hours.