Department: Operations
Reports To: Contact Center Supervisor
FLSA Status: Non-Exempt
Position Summary This position assists with all aspects of customer contact along with processing, balancing, monitoring, researching, and reporting of all duties and responsibilities within the Contact Center of the Operations Department. The Operations department consists of 3 areas with defined functions. Cross-training is required across areas to increase efficiency, consistency, and knowledge. All other duties and responsibilities as assigned.
Organizational Expectations Adhere to organizational policies and procedures; act as a leader within and outside the organization; perform duties as workload necessitates; maintain a positive and respectful attitude; communicate regularly with supervisor about department issues; demonstrate flexible and efficient time management and an ability to prioritize workload; consistently report to work on time prepared to perform duties of the position; meet or exceed department productivity standards; maintain confidentiality in reference to the Bank and its business, as well as the affairs of bank customers; attend and participate in staff, department, and other meetings, as required.
Essential Duties and Responsibilities Incoming Customer Contact Answer inquiries and questions, handle complaints, troubleshoot problems and provide information for all incoming customer calls, chats and emails. Manage large amounts of inbound and outbound calls in a timely manner Build sustainable relationships and engage customers by offering exceptional customer service Follow communication scripts and procedures Handle customer inquiries both telephonically and in writing Verify customer identity per bank policy Identify and clarify customers' needs through the use of active listening Route calls to appropriate resource when necessary Research required information using available resources Provide solutions and/or alternatives to customers Provide customers with product and service information Seize opportunities to offer additional products or services when they arise Follow up customer calls when necessary Manage and resolve customer complaints Identify and escalate unresolved or priority issues to appropriate personnel in a timely manner Update job knowledge by participating in educational opportunities Actively use bank products to improve knowledge and performance level Maintain required databases by entering information Enter customer information into bank systems and forms Keep equipment operational by following established procedures; reporting malfunctions Personal Teller Machines Assist PTM customers with basic teller functions via webcam Process deposits, withdrawals, transfers, loan payments, and cash checks Verify customer identity per bank policy Identify when holds must be placed on checks and process them appropriately Additional Contact Center Duties Verifications Fill in and provide responses to verification requests 2 & 3 Signature Review Monitor reports for appropriate account withdrawal signatures when required File Maintenance Review Review submitted file maintenance documentation Gather missing documentation as needed Document Scan and Review Scan physical documents to optical for safekeeping Review scanned documents for correct filing prior to purge of physical document Mobile Deposit Review Review and approve or reject checks presented through mobile deposit Identify when holds must be placed on checks and process them appropriately Physical demands and Work Environment The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
1. Physical Demands Regularly sit for long periods of time, walk, bend over, stoop, and kneel. Regularly use hands and fingers to handle objects, and operate equipment such as 10-key pad, calculator, copier, PC keyboard, and mouse. Occasionally use hands and arms to reach, lift, move, carry, pull, and push files/objects up to 20 pounds while sitting, standing, climbing, or walking. Regularly use eyesight for close vision, distance vision, color vision, depth perception, and the ability to focus. Regularly use the sense of hearing. Regularly speak clearly. 2. Work Environment Standard office environment Exposed to temperature conditions common at the time Noise level is usually moderate/conversational Qualifications and Experience Requirements 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. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
High School Diploma or Equivalent. General banking or contact center experience preferred. Basic computer experience including Microsoft Word, Excel, and database knowledge along with good typing skills. Excellent verbal and written communication skills, including the ability to effectively compose original correspondence and verbally exchange information with customers, clients, and other employees of the organization. Excellent customer service skills including the ability to interpret the needs of customers and effectively resolve any problems to ensure complete satisfaction. Basic math skills, including the ability to calculate fractions, decimals, and percentages. Ability to apply common sense understanding to carry out verbal and written instructions and deal with standardized and unique situations. Direct Supervision Exercised Over None
This job description describes the scope of the responsibility and essential functions of this position, but should not be considered to be an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.
This job description does not create an employment contract, implied or otherwise, other than an "at-will" working relationship.
