Call Center Representative I

Job Description

Job Description

BASIC PURPOSE OF POSITION:

To provide both internal and external assistance and excellent service to customers and employees through a Call Center Environment.

DUTIES OF POSITION:

• Provide technical assistance and support for incoming calls and issues related to computer systems, software, and hardware to other bank employees (customers).
• Perform remote troubleshooting and determine the best solution based on the issue and details provided by customers.
• Update internal training documentation, as needed.
• Ask questions to determine the nature of the problem.
• Assist customers with Online Banking, Debit Cards, Credit Cards, and other account related questions.
• Position requires a mix of technical and customer service skills. Must be able to communicate effectively to understand the problem and explain its solution. Must portray a friendly and positive attitude during phone conversations.
• Other duties as may be assigned by other IT department managers.

EDUCATION/ EXPERIENCE/ SKILLS:

• Associates or Bachelor's Degree in IT related field or equivalent work experience preferred.
• Experience in Direct Customer Service.
• Previous Banking experience with a knowledge of Banking Systems preferred.

EOE, including disability/vets