Call Center Rep I

Job Description

Job Description

JOB SUMMARY: To answer incoming telephone calls, direct calls to proper person and/or department, and resolve client inquiries.

JOB SPECIFICATIONS:

• Education: High School Graduate or equivalent
• Experience: 1 year customer service or call center experience. General banking knowledge preferred

ESSENTIAL FUNCTIONS

• Answer client calls in a professional tone and manner
• Assist in the operations of Banking On-Call, Online Banking and Online Bill Pay functions
• Work with clients and coworkers to resolve debit card transaction concerns
• Open and distribute daily mail, log returned mail and distribute to appropriate department for corrections
• Prepare Operations certifications
• Process victim restitution payments
• Review debit card order report for accuracy and problems
• Departmental Supply Orders
• Back-up
  • Wire Transfer Verification
  • GL Balancing
  • File Maintenance
• Assist with new account mailings
• Become knowledgeable of bank compliance rules and adhere to Federal and State banking regulations relating to this position
• Follow all Bank compliance policies and procedures relating to this position
• Other duties as assigned to meet client and operational needs

SKILLS:

• Ability to work with others in a team environment
• Ability to communicate orally in an effective manner
• Competency in operating and handling multi-line phone system
• Competency in providing exemplary client service in a professional manner
• Ability to tolerate stress in a fast-paced environment
• Ability to interpret bank policies and procedures to clients
• Ability to deal with clients under circumstances requiring tact and diplomacy
• Competency in basic mathematical skills such as calculating interest and percentages
• Ability to operate Microsoft Office products

RELATIONSHIPS

• Responsible to the Operations Support Manager for the fulfillment of functions and responsibilities.
• Assist department managers, officers, and staff in their respective functions associated with the areas for which direct responsibility lies.
• Will have contact with clients and the public, conducting relationships in a manner that will enhance the overall marketing effort of the bank.

CORE BEHAVIORS for DELIVERING ON THE PROMISE:

• Be Genuine. Conduct yourself in a consistent, honest and compassionate manner at all times.
• Work Ethic . Be willing to go the extra mile for the client, whether internal or external.
• Influence. Be an active player in participating, building and contributing to service.
• Continuous Learning. Commit to gaining knowledge, skills and experience on an ongoing basis in order to better serve the client, increase personal satisfaction and improve the Bank.
• Team Play. We win together. Individuality is encouraged to advance and enrich the work of the team.
• Problem Solving. Being creative, problem-solving mentality to every situation. See alternative, take initiative and assume responsibility for your actions.
• Communication. Keep other informed and up to date. Actively listen and learn from each other.
• Have a Sense of Community. We firmly believe that we’re only as strong as the communities we serve. Your involvement is an important part of who we are.

Oregon Pacific Bank is an Equal Opportunity Employer and does not discriminate on the basis of race, color, sex, sexual orientation, gender identity, age, religion, national origin, physical or mental disability, or veteran’s status.