Call Center Representative 1

Job Description

Job Description

Summary : Works closely with other Call Center Customer Care team members, other Bank personnel and departments to provide outstanding service for customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The Call Center Customer Care Representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to the customer to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. Recommend and / or promote products or services that may suit the customer needs.

Essential Duties and Responsibilities : include the following. Other duties may be assigned.

• Responsible for researching and resolving customer and internal employees’ inquiries via telephone, email and / or Banno messages
• Provides customer support for electronic banking products and services, including Digital Banking, Bill Payment, Mobile Banking, Online Account Opening, and Debit Card inquiries.
• Resolves customer inquiries and issues promptly regarding new accounts, existing accounts, loans, payments, automatic transfers, and interest rates in a professional and supportive manner.
• Cross-sells Bank services and supports all functions within the Call Center.
• Positively represents the Bank’s culture and values by building lasting relationships with customers, other Customer Care Call Center team members, and Bank employees based on trust and reliability.
• Completes and maintains related account maintenance.
• Completes research and resolves documentation errors or discrepancies.
• Provides information to customers on Bank policies, procedures and programs.
• Adheres to Call Center performance metrics to ensure service levels and customer expectations are consistently achieved.
• Maintains and projects the Banks professional reputation through professional and courteous interactions with customers and other Bank employees.
• Completes ongoing internal education opportunities to sustain broad base of product, service and applications / technical knowledge.
• Individually participates in identifying, measuring, monitoring, controlling and mitigating departmental and enterprise-wide risks
• Maintains awareness of and adheres to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and applies them to daily tasks
• Assist customers and internal employees with OpenAnywhere questions
• Assists in resetting customer and employee passwords in adherence with Bank policy and procedures.
• Other duties as assigned.
• Follows and supports the Bank’s policies and procedures accurately.
• Positively represents the Company’s culture and values.
• Achieves annual goals as assigned.
• Completes annual required regulatory training and Cybersecurity curriculums as assigned.
• Completion of the General Knowledge Assessment in the first 90 days of employment.

Supervisory Responsibilities

No Supervisory Responsibilities

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education, Training and / or Experience

High school diploma or general education degree (GED); and two years of banking experience and / or training; or equivalent combination of education and experience. Must have or are willing to acquire and continue to acquire additional working knowledge of all products and services offered by the Bank and associated applications they reside on. Sales experience is preferred.

Language Skills

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to Executive Management, public groups, and / or Boards of Directors.

Mathematical Skills

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Certifications, Licenses, Registrations

Valid Ohio Driver License

Completion of the General Knowledge Assessment in the first 90 days of employment.

Physical Demands :

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.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and / or move up to 10 pounds and occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.