CONTACT CENTER SPECIALIST

Description

SUMMARY:

This position assists with all aspects of customer contact along with processing, balancing, monitoring, researching, and reporting of all duties and responsibilities within the Contact Center of the Operations Department. The Operations department consists of 3 areas with defined functions. Cross training is required across areas to increase efficiency, consistency, and knowledge. All other duties and responsibilities as assigned.

ESSENTIAL DUTIES, RESPONSIBILITIES, SKILLS:

· Answer customer inquiries and questions, handle complaints, troubleshoot problems and provide information for all incoming

customer calls, chats, and emails

· Manage large amounts of inbound and outbound calls in a timely manner

· Build sustainable relationships and engage customers by offering exceptional customer service

· Follow communication scripts and procedures

· Handle customer inquiries both telephonically and in writing

· Verify customer identity per bank policy

· Identify and clarify customers’ needs using active listening

· Route calls to appropriate resources when necessary

· Research required information using available resources

· Provide customers with product and service information and seize opportunities to offer additional products or services when

they arise

· Follow up customers calls when necessary

· Manage and resolve customer complaints

· Identify and escalate unresolved or priority issues to appropriate personnel in a timely manner

· Update job knowledge by participating in educational opportunities

· Actively use bank products to improve knowledge and performance level

· Maintain required databases by entering information

· Enter customer information into bank systems and forms

· Keep equipment operational by following established procedures and reporting malfunctions

· Assist Personal Teller Machine (PTM) customers with basic teller functions via webcam including deposits, withdrawals, transfers,

loan payments, and cashing checks

· Verify customer identity per bank policy

· Identify when holds must be placed on checks and process them appropriately

· Fill in and provide responses to verification requests

· Monitor reports for appropriate account withdrawal signatures when required

· Review submitted file maintenance documentation

· Gather missing documentation as needed

· Scan physical documents for optical safekeeping

· Review scanned documents for correct filing prior to purge of physical document

· Review and approve or reject checks presented through mobile deposit

· Identify when holds must be placed on checks and process them appropriately

SUPERVISORY RESPONSIBILITIES:

None

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and maintain confidentiality and professionalism. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

· High School Diploma or equivalent.

· General banking or contact center experience preferred.

· Basic computer experience including Microsoft Word, Excel, and database knowledge along with proficient typing skills.

· Excellent verbal and written communication skills, including the ability to effectively compose original correspondence and

verbally exchange information with customers, clients, and other employees of the organization.

· Excellent customer service skills including the ability to interpret the needs of customers and effectively resolve any problems to

ensure complete satisfaction.

· Basic math skills, including the ability to calculate fractions, decimals, and percentages

· Ability to apply common sense understanding to carry out verbal and written instructions and deal with standardized and unique

situations.

INTERPERSONAL SKILLS:

This position is required to deal with internal as well as external customers, in a positive, “Quality Customer Service” manner. An open, willing to assist approach to work is expected along with the ability to work beyond their normal job duties as the situation requires. Interpersonal and problem-solving skills are required. This position will have access to highly confidential information that must be handled in a professional manner.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; stop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 15 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance, color vision, depth perception and ability to adjust focus.

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.

WORK ENVIRONMENT:

The noise level in the work environment is usually moderate/conversational.