CSR III - CALL CENTER/ ITM

CSR III - CALL CENTER / ITM

SUMMARY

This position is responsible for providing customer service in the Bank’s Call Center and through the Interactive Teller Machines (ITM). This position will respond to phone calls received to the Call Center: provide customers with product and service information, transfer customer calls to appropriate staff when necessary, identify, research, and resolve customer issues using the computer system, follow up on customer inquiries not immediately resolved, and complete call logs and reports. Duties also include making decisions. Work is performed within the framework of standard operating policies and procedures; however, independent judgment and discretion is required in performing assigned tasks. Deviations from normal procedures and/or questions are referred to the supervisor.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Serve as a call center customer service representative by assisting customers with Level 1 and Level 2 support calls: properly identify customer and address by name; answer customer account inquiries; receive and place checks orders; transfer funds per customer request; reset online banking passwords; approve temporary debit card limit increases; answer customer questions on bank products and services; process stop payment. Duties also include processing Verification of Deposit forms; performing customer research, document scan review, and assist with monitoring and responding to inquiries through the bank mailbox.

Process transactions via Interactive Teller Machine; verify customer identity and documents produced; verify endorsement(s) and funds available; count currency; check transaction for accuracy and completeness; issue receipts; monitor and balance cash drawer; reconcile differences.

Responsible to know and understand the Bank’s products and services to best fit the customer’s needs; Sell bank products and services by highlighting features and benefits; answer questions and handle objections during the sales process; cross sell and make customer referrals to other bank departments.

Make decisions about a variety of daily transactions and exercise discretionary authority; resolve problems and provide troubleshooting; professionally and diplomatically deal with irate or unhappy customers.

Comply with all banking regulations, policies and procedures.

NON-ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned.

Maintain education and professional expertise through attendance at job related seminars, conferences, and workshops and involvement in professional, civic, and community groups in leadership positions.

Reviews technical bulletins, newsletters, etc; distributes information to employees.

SUPERVISORY RESPONSIBILITIES

None.

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 and/or EXPERIENCE

Graduation from high school or possess a GED certification.

Possess a minimum of at least two years of work experience as a Teller, Customer Service Representative, or similar work experience. Formal training may be substituted on a year-for-year basis for the required work experience.

Prior call center and/or sales experience a plus.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS AND ABILITIES

Operate office and bank equipment (e.g., personal computer and printer, 10-key calculator, typewriter, telephone, fax machine, copier, document scanner, teleprompter, headset, check scanner, security system, etc.). Basic PC knowledge.

KEY CONTACTS--Internal and External

Has constant contact with bank customers, their personal representatives, accountants, attorneys, etc., in responding to inquiries as part of the customer service function. Has moderate contact with individuals at other financial institutions.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver's license.

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 talk or hear. The employee frequently is required to walk; sit; and use hands to finger, handle, or feel. The employee is occasionally required to stand; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25-50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, 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.

COMMENTS

This position requires the ability to work before or after normal business hours and may require occasional overnight travel to attend various training seminars, conferences or workshops.