ESSA Bank, Contact Center Agent

Contact Center Agent

A Contact Center Agent is responsible for providing exceptional customer service for CNB's Family of Banks and support to clients through calls, live chats, and text messages. This includes assisting with transactions, troubleshooting issues, and answering inquiries.

Below is a list of essential functions for this position. Additional responsibilities may be assigned in the position.

Key Responsibilities

• Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services.
• Accurately assist clients with various transactions and account inquiries, ensuring accuracy and efficiency through calls, live chats, and text messages.
• Diagnose and provide support in solving technical problems clients may encounter with the call, live chat, or texting platform.
• Ensure each interaction is positive and personalized, making clients feel valued and understood.
• Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency.
• Adhere to all bank policies and procedures and ensure the adherence of bank policies and procedures.

Attitudes

Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:

• Respect : Demonstrate respect by actively listening, communicating with courtesy, and ensuring every client feels valued throughout their experience.
• Client Focus : Actively understand client needs and deliver prompt, thoughtful solutions that enhance their overall experience.
• Inclusion : Treat every coworker and client with fairness and empathy, ensuring each person feels heard, respected, and welcomed.

Behaviors

Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

• Leadership : Take initiative, support teammates, and consistently model the professionalism and service standards that create an exceptional client experience.
• Integrity : Be honest, dependable, and transparent in every interaction, ensuring clients can trust the support and information I provide.
• Collaboration : Work closely with teammates, sharing information openly, and support collective problem-solving to ensure clients receive the best possible service.
• Volunteerism : Engage in community initiatives and encourage others to make a positive impact beyond our daily work.

Competencies

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

• Accountability : Take ownership of actions, following through on commitments, and ensure every client receives accurate, dependable support.
• Innovation : Embrace new ideas, adapt quickly to change, and find creative ways to enhance the client experience.
• Professionalism : Communicate respectfully, maintain composure in all situations, and consistently deliver reliable, high-quality support to every client.

Position Levels Expectations

CC Agent I

• Provides exceptional personalized service to clients by means of client contact center calls, live chats, and text messages.
• Successfully addresses all service or transaction needs and refer banking products and services as appropriate.

CC Agent II

• Consistently demonstrate Level I responsibilities.
• Consistently demonstrates "good" and/or "very good" on performance appraisal ratings.
• Successfully masters personalized service to clients by means of client contact center calls, live chats, and text messages, and all other relevant banking systems, with little to no assistance.
• Supports CC Agent I coworkers with on-demand, real-time support post-training and ongoing expertise in the absence of a Senior CC Agent, CC Assistant Manager, or CC Manager.
• Strong source of knowledge on all divisional products and services.
• Consistent in attendance and punctuality, according to the monthly schedule.

Senior CC Agent

• Consistently demonstrates Level I and II responsibilities.
• Takes the lead and manages more complex client interactions, e.g., fraud cases, wires, and escalated client interactions.
• Knowledgeable and trained to willingly assist in supporting the ITM Department responsibilities, e.g., ITM transactions, contact center emails, and online/mobile banking messages, as needed/assigned by CC Assistant Manager or CC Manager.
• Consistently demonstrate being solutions-oriented and all ten Core Values daily.
• Strong source of knowledge for ongoing changes to policies & procedures.

Seeks Professional Development Opportunities

Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role.

Requirements

Qualifications, Education, & Experience

To perform this position successfully, an individual must be able to perform each essential position requirement satisfactorily, and a skills inventory is listed below. High school diploma or general education degree (GED) is required, with related contact center experience. A background screening will be conducted.

• Language Skills: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization. Ability to communicate with clients directly and effectively.
• Technology Skills: Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use. Prior experience or the ability to learn core transaction system, including eBanking, various software/hardware, contact center chat/email technology, debit card system, statement processing system, and any other computer programs pertinent to performing job duties.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to solve challenging problems involving several variables in a standardized situation.
• Physical Demands and Work Environment: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

This position operates in a professional office environment with considerable time spent at a desk using office equipment such as computers, phones, and printers. Noise level is moderate with constant communication and interactions with others. Ability to travel on occasion to all market areas and attend seminars or training sessions offsite.

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

Disclaimer: This job description is not an exclusive list of responsibilities and duties. They may change at any time without notice.

Benefits

• Medical, Dental, Vision & Life Insurance
• 401K with company match
• Paid Time Off & Recognized Holidays
• Leave policies
• Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
• Employee Assistance Program
• Employee Health & Wellness Program
• Special Loan and Deposit Rates
• Gradifi Student Loan Paydown Plan
• Rewards & Recognition Programs and much more!

Eligibility requirements apply.

ESSA Bank is an equal opportunity employer and all applicants are considered based on qualifications without regard to sex, race, color, ancestry, religious creed, national origin, sexual orientation, gender identity, physical disability, mental disability, age, marital status, disabled veteran or Vietnam era veteran status. CNB Financial Corporation is an Affirmative Action Employer and is committed to fostering, cultivating and preserving a culture of diversity and inclusion.