Call Center Representative bei None

Position Title:   Call Center Representative

POSITION SUMMARY   

 The Call Center Representative is responsible for delivering excellent and exceptional customer service through effective handling of inbound and outbound calls. This role involves addressing customer inquiries, resolving issues, and providing information on banking products and services. The representative ensures accuracy in account maintenance, manages documentation requests, and supports logistical needs. The position requires strong communication skills, attention to detail, and the ability to handle a high volume of calls in a fast-paced environment.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Customer Experience: Provide customer support by handling inbound and outbound calls, addressing inquiries, resolving issues, and offering banking product information while maintaining a high level of professionalism and accuracy.
• Relationship Development: Develop and maintain banking relationships by educating customers on products and services, making recommendations that best meet their needs.
• ODP and Strunk Responsibilities: Manage daily tasks related to Overdraft Protection (ODP) and Strunk and conduct loan reconciliation to ensure accuracy and compliance.
• Customer Service: Deliver outstanding customer service based on E2 practices, ensuring interactions with internal and external customers are responsive, courteous, and timely.
• Compliance Adherence: Ensure adherence to state and federal regulations as well as all bank policies and procedures, including but not limited to BSA-AML.

MARGINAL FUNCTIONS & RESPONSIBILITIES

• Account Maintenance: Verify and process account maintenance requests accurately and efficiently.
• Statement Management: Conduct research and reproduce statements as needed for customer inquiries and internal requests.
• Logistics Coordination: Prepare shipping labels and schedule pick-up times for FedEx and UPS to ensure timely delivery of documents.
• Additional Duties: Perform other duties as assigned.
• Meetings and Committees: Attend departmental and organizational meetings, and serve on bank committees as required, contributing to broader company initiatives and decision-making processes.

POSITION QUALIFICATIONS

Required Skills, Abilities & Experience

• Education: High School diploma or equivalent.
• Experience: Minimum of one year of customer service experience.
• Bilingual Skills: Fluent in both English and Spanish, with the ability to communicate effectively in both languages to serve a diverse customer base.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to clearly convey information and interact with various stakeholders.
• Technical Skills: Proficiency in computers and Microsoft Office, including Teams.
• Analytical and Problem-Solving Abilities: Strong analytical skills, with the capability to address complex issues and make informed decisions.
• Mathematical Skills: Basic mathematical proficiency, including the ability to perform calculations accurately and efficiently.
• Typing Skills: Ability to type and use 10-key by touch.
• Banking and Compliance Knowledge: Solid understanding of banking products, procedures, methods, and compliance regulations.
• Organizational Skills: Highly organized and detail-oriented with strong prioritization skills.
• Time Management: Proven time management skills, with the ability to meet deadlines and manage competing priorities effectively.
• Credit Standing: Credit in good standing.

Preferred Skills, Abilities & Experience

• Experience: Two years of experience in banking or accounting.
• Software Knowledge: Familiarity with Jack Henry Silverlake.
• Flexibility: Adapt to changing priorities and work environments, demonstrating the ability to manage varying tasks and schedules effectively while maintaining high performance.

PHYSICAL QUALIFICATIONS

• Extended Computer Usage: Ability to work with computer screens for prolonged periods, maintaining focus and attention to detail.
• Sitting and Standing: Capability to sit or stand for extended periods as required by job duties.
• Mental Focus: Strong mental acuity with the capacity to maintain concentration and attention to detail.
• Effective Communication: Clear speaking and effective hearing abilities for exchanging information in person and via telephone.
• Varied Physical Activity: Frequent need to stand, walk, sit, and use hands for handling objects or operating controls.
• Occasional Physical Tasks: Ability to occasionally reach with hands and arms, climb ladders, balance, stoop, kneel, crouch, crawl, and lift objects up to 50 pounds.
• Office Mobility: Ability to move around the office and between locations as needed.

EQUIPMENT USED               

WORK CONDITIONS

• Professional Office Environment: Work is conducted in a well-maintained, professional office setting with standard office equipment and furnishings.
• Customer Interaction: Roles may involve frequent interactions with both internal and external customers, including in-person meetings and telephone communications.
• Climate Control: The work environment is climate-controlled to ensure a comfortable atmosphere year-round.
• Variable Noise Levels: Noise levels can vary, with some areas experiencing more activity and conversations than others.
• Security and Surveillance: The premises are equipped with security cameras and other measures to ensure the safety and security of both employees and customers.
• Confidentiality: Employees are required to handle sensitive financial information with a high level of confidentiality and discretion.
• Compliance and Regulations: Employees must comply with various regulatory and internal standards, including adherence to rigorous policies and procedures.
• Occasional Travel: The role may require occasional travel between branches, as well as attendance at off-site meetings and training sessions.

Disclaimer:

The job description is intended to provide a general overview of the typical responsibilities and requirements associated with this position. It is not intended to be a comprehensive list of all duties, responsibilities, and qualifications required for this role. The Bank & Trust reserves the right to amend or modify the job description at its discretion to meet organizational needs or comply with legal requirements.

Equal Opportunity Employment:

The Bank & Trust is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. We are committed to creating an inclusive environment for all employees.

Reasonable Accommodation:

The Bank & Trust is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. If you need assistance or an accommodation due to a disability, please contact our Human Resources department.