Customer Contact Center Specialist I

About the Role

We're committed to bringing passion and customer focus to the business. The Customer Contact Center Specialist I performs a full range of customer service via multimedia communication, building loyalty by delivering the best experience possible, effectively resolving customer questions and concerns, and proactively offering advice on the best way to interact with the bank. This role operates in a fast-paced, multi-dimensional environment with opportunities to earn additional incentive pay monthly and be promoted after meeting well-defined quality, training, and production goals.

Responsibilities

• Receives and processes incoming calls or messages from customers.
• Responds to inquiries, determines the appropriate response or direction, and proactively offers the most convenient solutions or options for the customer.
• Completes various operational processes to support customer requests, including account balance or transfer requests, stop payment orders, changes of address, and other customer requests or authorizations.
• Conducts troubleshooting to support customer inquiries.
• Reviews reports, prepares correspondence, and participates in special department projects as required.
• Ensures compliance with applicable laws, regulations, policies, and procedures, including completion of required compliance training.
• Performs other duties and responsibilities as assigned.

Requirements

• Ability to read and comprehend complex instructions, short correspondence, and memorandums.
• Ability to read and interpret documents such as procedures manuals, general business correspondence, journals, or government regulations.
• Ability to effectively communicate orally or in writing.
• Ability to efficiently navigate a multi-system (10+) environment to resolve customer issues.
• Ability to problem-solve by thinking critically and asking probing questions.
• Ability to listen effectively and de-escalate customer frustrations using empathy.
• High School Diploma or GED.
• One year of providing outstanding customer service or sales experience, preferably in a financial setting.
• Proficient with PC, MS Word, and Excel.
• Must possess excellent telephone skills, including a professional speaking voice.
• Must have good oral and written communication skills.
• Must present as friendly and professional.
• Must maintain punctual and regular attendance.