Customer Experience Specialist I (Call Center)
RCB Bank has been a responsible employer since 1936, standing firm on moral and ethical principles as a bank and as an inclusive employer while fulfilling our commitment to excellence. We are dedicated to building relationships, contributing to our communities, and embracing boldness. Every role at RCB Bank plays a critical part in delivering exceptional service to our customers and communities.
About the role
We are looking for someone to provide customer service via telephone for routine inquiries and concerns from customers and branches regarding banking products and financial services. This role requires professionalism, strong communication skills, and the ability to thrive in a fast-paced environment.
Responsibilities
- Assist customers and branches needing technical assistance with all Bank-related business products such as Online Banking, IVR, ITM, etc.
- Assist customers and branches with inquiries by electronically retrieving information regarding customer accounts and transactions while following Bank, regulatory, and legal compliance requirements.
- Effectively assist customers and branches with concerns and/or difficult problems, working toward resolution and referring to a supervisor/manager as needed.
- Manage phone calls, chat sessions, emails, and other communication channels simultaneously.
Requirements
- Minimum of one year of customer service experience.
- High school diploma or GED.
- Strong telephone, reading comprehension, and communication skills (verbal and written).
- Strong analytical and problem-solving skills with the ability to make decisions independently.
- Ability to multitask in a fast-paced environment.
- Solid typing skills.
- Desire to be involved in the community.
Qualifications
- Drive to find positive solutions to customer and department situations.
- Strong client focus with excellent problem-solving and decision-making skills.
- Knowledge of various banking and cash management products and systems.
Benefits
RCB Bank is committed to ensuring the health and general wellbeing of all employees by providing a wide variety of competitive benefit programs (subject to eligibility):
- Medical Plan
- Prescription Drug Plan
- Teladoc™
- Dental Plan
- Vision Plan
- Flexible Spending Accounts (Healthcare & Dependent Care)
- Life and AD&D Insurance
- Disability Plans
- Life Assistance Plan (EAP)
- Multiple Supplemental Plans
- Sick Leave
- Paid Federal Holidays
- Vacation and PTO
- 401(k)
- ESOP
Schedule
Full-Time, Monday-Friday: 8:00 AM – 5:00 PM or 9:00 AM – 6:00 PM.
Working Conditions
- Office environment within a climate-controlled facility, which may be in the basement of some locations.
- Frequent use of telephone, computer, and other office equipment.
- Typically seated at a personal desk for most of the day.
- Must maintain a pleasant and cooperative attitude during high call volumes.
- Ability to work harmoniously with diverse personalities of co-workers and internal customers.
- Regular and reliable attendance with the ability to work varying hours.