Contact Center Agent

About the role

The Contact Center Agent position at Richwood Bank is crucial for providing exceptional customer service and education. This role requires a deep understanding of all bank products and services, as well as strong problem-solving and communication skills.

Responsibilities

• Greet customers by phone and chat with a pleasant demeanor
• Educate customers on maximizing their current services and identifying additional products that could benefit them
• Support customers with account and service needs through phone or chat
• Schedule appointments for customers who require physical presence for banking activities
• Communicate with internal teams and branches regarding appointment scheduling or customer follow-up
• Stay updated on interest rates for certificates of deposit, savings IRAs, and interest-bearing checking accounts
• Listen to customer needs and recommend the best solutions to help them achieve their financial goals
• Assist with miscellaneous office tasks as needed
• Ensure all work is accurate and appropriate, verifying and validating data for reliability

Requirements

• High school diploma or equivalent
• One year of banking experience
• Excellent customer service skills
• Strong problem-solving abilities
• Mathematical skills
• In-depth knowledge of bank products and services
• Ability to work under pressure and in a fast-paced environment
• Ability to identify and promote additional products to customers
• Effective communication skills
• Attention to detail and accuracy
• Confidentiality and a positive attitude
• Punctuality and a driven work ethic

Qualifications

• Basic computer skills, including word processing, spreadsheet software, and email
• Knowledge of relevant federal regulations such as the Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Biley Act, Regulation E, and teller roles and responsibilities

Skills

• Excellent customer service skills
• Strong problem-solving skills
• Mathematical skills
• In-depth knowledge of bank products and services
• Ability to prioritize and make quick decisions
• Ability to identify and promote additional products to customers
• Effective communication skills
• Attention to detail and accuracy
• Confidentiality and a positive attitude
• Punctuality and a driven work ethic

Benefits

• Comprehensive benefits package including medical and wellness programs, dental, vision, employee assistance plan, life insurance, and supplemental short-term disability
• 401(k) plan for full-time and part-time employees
• Enhanced wellness program
• Tuition reimbursement
• Tons of professional development opportunities

Pay

Details on pay are not specified in the job posting.

Schedule

Details on schedule are not specified in the job posting.