CALL CENTER

Job Description

Job Description

WHITAKER BANK

CALL CENTER POSITION DESCRIPTION

SUMMARY

The position of a Call Center Representative is responsible for answering calls from customers answering questions or addressing concerns they may have related to their accounts.

They may refer customers to appropriate staff for specific services. The position of a Call Center Representative also is required to be fully knowledgeable and skilled in the areas of customer service, checking and savings accounts, debit card transactions and online banking.

Assures compliance with all Bank policies and procedures, as well as, all applicable state and federal banking regulations.

ESSENTIAL DUTIES

• Answer calls promptly as they come in, and answer calls in the queue.
• 2. Assists consumer and business customers in their questions about accounts, products and financial services available from the Bank;

ensures cross-sell opportunities are presented by applying professional sales techniques.

3. Investigates and corrects errors; and resolves problems or other issues if the queue is not overloaded. Otherwise transfer the call to the correct personnel.

4. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity;

promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.

5. You are to conduct yourself professionally and as a bank representative while at work and in public.

6. Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values;

benefits the bank through outside activities.

7. Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions.

The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

SECONDARY DUTIES

The position of a Call Center Representative performs duties specific to the position and other functions as assigned.

SUPERVISORY RESPONSIBILITY

The position of a Call Center Representative is not responsible for the supervision of any employee(s), however the incumbent required to assist in the cross-training of less experienced branch staff members.

ENVIRONMENT AND PHYSICAL ACTIVITY

The incumbent is in a confined office-type setting in which he or she will be sitting most of the work day.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following : telephone, cellular telephone, copy and fax machines, adding machine (calculator), check protector, scanner and image systems, money counter, typewriter, computer terminal, laptop computer, personal computer and related printers, or other equipment as directed.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The physical demands described here 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 the essential functions.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.

The requirements listed below are representative of the knowledge, skill and / or ability required to perform the position in a satisfactory manner.

Individual abilities may result in some deviation from these guidelines.

High school diploma or general education degree (GED); or 1 year of related experience and / or training; or the equivalent combination of education and experience.

Work related experience should consist of a financial institution operations, sales or customer service background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.

• Intermediate experience, knowledge and training in branch operation activities, terminology and products and services relating to retail and commercial account customers.
• Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system; and word processing, spreadsheet and account opening software programs.
• Intermediate typing skills to meet production needs of the position.
• Basic knowledge of general office practices.
• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals;

locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.

• Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
• Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations.
• Effective organizational and time management skills.
• Ability to work with general supervision while performing duties.
• Current Kentucky driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Management reserves the right to change this position description at any time according to business needs.