Call Center Representative

Responsibilities

• Responds to incoming calls from both internal and external customers.
• Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues.
• Performs PIN resets, Online Banking and e-Statement set up, and check order requests.
• Compiles information from customers and files EFT complaints for reports of unauthorized electronic activity on accounts.
• Follows through with all customer issues and provides ongoing assistance as needed.
• Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships.
• Supports and participates in bank initiatives and sales campaigns.
• Researches and resolves customer issues; manages difficult situations.
• Follows up on all resolutions to ensure customer satisfaction.
• Identifies and escalates difficult customer situations to the appropriate party.
• Prepares customer correspondence as needed.
• Processes all applicable customer account documentation to ensure compliance with Bank policy.
• Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures.
• Continually advances level of knowledge to ensure the development of a full-service, omni-channel contact center which may include account opening, loan applications, loan payments, live chat, and various other customer service requests.
• Provides back up Sr. Customer Support Specialist to help coach and mentor new team members as needed.
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

Qualifications

• High School diploma
• Minimum 1 year banking experience
• Experience working remotely or in a flexible environment
• Proficient with MS Office products (Word & Excel) and the Internet
• Problem solving ability