Call Center Agent

Job Description

Job Description

Position: Call Center Agent

Status: Full Time

Location: Taunton, MA

Summary:

The Call Center Agent is a key role within the organization and is focused on providing exceptional service through various communication channels including phone, secure messaging and contact us. The Call Center Agent is expected to be highly proficient in resolving problems, identifying customer needs, and aiding in the resolution of customer complaints while recommending appropriate solutions.

Key Accountabilities for This Position:

• Thorough knowledge of the Bank’s core system.
• Proper phone skills and etiquette.
• Strong attention to detail and follow through.
• Thorough knowledge of Mechanics Cooperative Bank's products and services.
• Ability to market and refer products to customers.
• Strong compliance and Federal Regulation knowledge.
• Good problem-solving and decision-making abilities.
• Knowledge of basic computer functions and strong math skills.
• Excellent oral and written communication skills.
• Retail/sales experience or equivalent work experience preferred.
• Must possess at least intermediate technology, fluency in Windows Operating Systems and Microsoft Office tools.
• Must be able to relate to other people beyond giving and receiving instructions
• Must be able to get along with coworkers or peers without exhibiting behavioral extremes
• Display a willingness to receive and respond appropriately to criticism from a supervisor
• Ability to effectively communicate information and respond to questions in person and in group settings with customers, vendors, and employees

Specific Duties and Accountabilities:

• Always deliver superior customer service.
• Identify, support and resolve service needs of customers in an environment that requires accuracy, multi-tasking and effective listening and communication skills.
• Provide back-office support for the branch network.
• Demonstrate an understanding of the multiple ways customers’ bank using online and mobile technology and branch offices. Explain the services and various channels.
• Identify and report fraud or suspected fraud occurrences. Is continuously aware of fraud threats and steps needed to protect customers and the Bank.
• Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, and new card orders.
• Protect customer information by following department security guidelines and procedures.
• Complete necessary customer documents and forward them to branches for customer signatures.
• Participate in and support Call Center sales and cross selling efforts.
• Verification of address changes and online banking enrollments.
• Assist with Online Banking password resets and customer inquiries.
• Complete outbound calls for the 2 day calls on the 2x2x2’s.
• Responsible for reviewing incoming fax requests and forwarding them to the correct departments.
• Take ownership for customer error and problem solving including any necessary research to bring about a positive resolution to the problem.
• Participate in customer courtesy call initiatives including quarterly Call Night.
• Serve as sales champion for all delivery channels
• Meet expectations for all call center-related statistics, including but not limited to measurement of calls handled and not ready times.
• Responsible for tracking and maintaining detailed customer call notes.
• Actively listens to clients to identify referral opportunities.
• Respond to Contact Us and Secure Messaging and respond to customers in a timely manner.
• Address basic loan inquiries.
• Complete all training requirements on time.
• Other duties as assigned.

Job requirements:

• Calls may be monitored and or recorded for quality service and training purposes.
• Strong computer skills including familiarity with multiple browsers, multiple tabs, and multiple window navigation required.
• Must be able to overcome disgruntled customer objections and work toward a positive outcome.
• Ability to perform in a face-paced environment requires high energy and strong sense of urgency.
• Stationary position wearing a headset for extended periods of time.
• Good knowledge of Bank products and services, sufficient to have initial conversations with prospects, qualified leads and refer business customers.
• Responsible for adhering to all applicable Bank policies, procedures, law and regulations.
• Thorough understanding of residential and consumer lending products.
• Call Center/sales experience or equivalent work experience preferred.
• A mobile phone is required to perform multifactor authentication on system applications and as a method of contact.
• Flexibility with scheduling and Saturday hours required.
• Must be self-motivated and work well in a team environment.