Customer Contact Center Specialist I

Essential Duties And Responsibilities

• Receives and processes incoming calls or messages from customers.
• Responds to inquiries and determines the appropriate response or direction, and proactively offering the most convenient solutions or options for the customer.
• Completes various operational processes to support customer requests.
• Processes account balance or transfer requests, stop payment orders, changes of address and other customer requests or authorizations.
• Completes trouble shooting if needed to support a customer inquiry.
• Reviews reports, prepares correspondence, and participates in special department projects as required.
• Sets up and maintains customer accounts.
• Ensures that all departmental documents and activities are performed in compliance with applicable laws, regulations, policies, and procedures as applicable to this position, including completion of required compliance training.
• Performs other duties and responsibilities as assigned.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Ability to read and comprehend complex instructions, short correspondence, and memorandums.
• Ability to read and interpret documents such as procedures manuals, general business correspondence and/or journals, or government regulations.
• Ability to effectively communicate orally or with written word depending on role.
• Ability to efficiently navigate a multi system (10) environment to resolve issues customers are experiencing.
• Ability to problem solve by thinking critically and asking probing questions.
• Ability to listen effectively and deescalate customer frustrations using empathy.

Education And/or Experience

• HS Diploma/GED
• One year of providing outstanding customer service or sales experience, preferably in a financial setting, is required.

Specialized Training

• None

Computer Skills

• Proficient with a PCMS
• Word and Excel

Certificates, Licenses, Registrations

• None

Other Qualifications (including Physical Requirements)

• Must possess excellent telephone skills, including a professional speaking voice.
• Must have good oral and written communication skills.
• Must present as friendly and professional.
• Maintain punctual and regular attendance.