Call Center Specialist I (Customer Service)

Job Purpose & Scope

The incumbent will interact with customers on behalf of the Bank, providing information about products and services, responding to customer complaints, and processing customer requests.

Essential Job Functions

• Manages large amounts of inbound and outbound calls in a timely manner.
• Greets customers on the telephone professionally and promptly.
• Follows communication scripts provided for given topics.
• Responds to phone or email inquiries of a specific or general nature.
• Determines appropriate response or direction for a caller.
• Resolves problems within given authority.
• Determines customer needs, clarifies information, researches every issue and provides solutions and/or alternatives.
• Processes account balance or transfer requests, stop payment orders, change of address and other customer requests or authorizations.
• Handles and resolves customer complaints in accordance with Bank policy and procedure.
• Identifies and escalates priority issues.
• Routes calls to appropriate resources, if needed.
• Conducts follow-up calls with customers on items not able to be resolved on initial call.
• Maintains good attendance and punctuality to work.
• Follows Bank policy, procedures and guidelines.
• Performs assigned interactive voice response (IVR) responsibilities.
• Performs all other duties as assigned.

Knowledge, Skills & Abilities

• Knowledge of PC technology.
• Knowledge of online banking software functionality.
• Knowledge of internet terms, access, and usage.
• Ability to communicate effectively both verbally and in writing.
• Ability to demonstrate effective customer service skills.
• Ability to demonstrate effective organizational skills.
• Ability to use telephone technology effectively.
• Ability to troubleshoot and resolve general customer issues.
• Ability to work effectively with others on the team.
• Ability to adhere to Bank policies and procedures.
• Ability to remain professional in all work situations.
• Ability to multi-task and manage changing job demands.
• Ability to work Saturdays.
• Ability to work additional and/or flexible hours and shifts, as needed.
• Ability to apply common sense understanding to issues involving multiple variables.

Basic Qualifications

• A high school diploma or equivalent required.
• Minimum of one (1) year of experience with PCs, typing and using the internet required.
• Minimum of one (1) year of experience in a call center, retail, or other high-touch customer service position preferred.
• Prior bilingual customer service experience preferred.

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.