ERIEBANK, Contact Center Agent

About the role

A Contact Center Agent provides exceptional customer service for CNB’s Family of Banks, supporting clients through calls, live chats, and text messages. This includes assisting with transactions, troubleshooting issues, and answering inquiries.

Responsibilities

• Provide prompt and courteous assistance to clients, addressing inquiries and resolving issues related to banking services.
• Accurately assist clients with various transactions and account inquiries through calls, live chats, and text messages.
• Diagnose and provide support for technical problems clients encounter with the call, live chat, or texting platform.
• Ensure each interaction is positive and personalized, making clients feel valued and understood.
• Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency.
• Adhere to all bank policies and procedures.

Attitudes

• Builds Positive Relationships: Demonstrate respect by actively listening, communicating courteously, and valuing clients’ feelings, rights, and unique backgrounds.
• Client Focus: Actively understand client needs and deliver prompt, thoughtful solutions.
• Inclusion: Treat every coworker and client with fairness and empathy, ensuring each person feels heard, respected, and welcomed.

Behaviors

• Leadership: Take initiative, support teammates, and model professionalism to create an exceptional client experience.
• Integrity: Be honest, dependable, and transparent in every interaction to build client trust.
• Collaboration: Work closely with teammates, share information openly, and support collective problem-solving.
• Volunteerism: Engage in community initiatives and encourage others to make a positive impact.

Competencies

• Accountability: Take ownership of actions, follow through on commitments, and ensure accurate, dependable support.
• Innovation: Embrace new ideas, adapt to change, and find creative ways to enhance the client experience.
• Professionalism: Communicate respectfully, maintain composure, and deliver high-quality support consistently.

Position Level Expectations

• CC Agent I:
  • Provides exceptional personalized service via calls, live chats, and text messages.
  • Addresses service or transaction needs and refers banking products as appropriate.
• CC Agent II:
  • Consistently demonstrates Level I responsibilities and achieves “good” or “very good” performance ratings.
  • Masters personalized service and banking systems with little to no assistance.
  • Supports CC Agent I coworkers with real-time assistance post-training.
  • Serves as a strong knowledge source for divisional products and services.
  • Maintains consistent attendance and punctuality.
• Senior CC Agent:
  • Consistently demonstrates Level I and II responsibilities.
  • Leads complex client interactions, including fraud cases, wires, and escalations.
  • Assists with ITM Department responsibilities, such as ITM transactions and online/mobile banking messages.
  • Demonstrates solutions-oriented behavior and all ten Core Values daily.
  • Serves as a knowledge source for policy and procedure changes.

Professional Development

Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role.

Requirements

• High school diploma or GED required; related contact center experience preferred.
• Language Skills: Ability to read, comprehend, and interpret documents; professional communication and interpersonal skills for one-on-one and group interactions.
• Technology Skills: Ability to use telephone systems, email, internet, and intranet; experience or ability to learn core transaction systems (eBanking, contact center chat/email technology, debit card systems, etc.).
• Mathematical Skills: Ability to perform basic arithmetic, compute rates, ratios, and percentages, and interpret bar graphs.
• Reasoning Ability: Apply common sense to carry out instructions and solve problems involving several variables.

Physical Demands & Work Environment

This role operates in a professional office environment with considerable desk time using computers, phones, and printers. Noise level is moderate with constant communication and interactions. Occasional travel to market areas or offsite training may be required. Reasonable accommodations may be made for individuals with disabilities.

Benefits

• Medical, Dental, Vision, and Life Insurance
• 401K with company match
• Paid Time Off and Recognized Holidays
• Leave policies
• Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity, Pet)
• Employee Assistance Program
• Employee Health & Wellness Program
• Special Loan and Deposit Rates
• Gradifi Student Loan Paydown Plan
• Rewards & Recognition Programs