Bilingual Customer Service Center Agent

Full-time

ChoiceOne Bank

:
Customer Service Center Agent
Non-Exempt - Grade Level 2
Equal Employment Opportunity
CORPORATE VALUES & MISSION
Provide superior service and high-quality advice and show utmost respect to everyone we meet.
GENERAL SUMMARY
The function of this position is to provide world class support and service to our banking customers. The incumbent will treat each customer with respect and courtesy, responsively addressing their service concerns, and will recommend appropriate ChoiceOne products and services to help them achieve their financial goals. Incumbent will take ownership of each customer service situation and work to resolve issues and deepen the customer relationship upon a First Call Resolution process.
REPORTS TO: Call Center Assistant Manager
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide Excellent Customer Service as established under Sales and Service Standards
Answer incoming calls quickly and efficiently and escalating issue when appropriate
Take ownership of call and respond with a First Call Resolution mindset (85% achievement)
Service, Sell and Refer all ChoiceOne Products
Record all client contact, sales or referrals via Synapsis
Follows all operating policies and procedures for ChoiceOne maintaining audit and compliance procedures
Attends departmental meetings as necessary
Accountable for quality of each and every contact
Additional responsibilities as assigned.
Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
Be familiar with and comply with all federal and state banking regulations as applicable.
PHYSICAL DEMANDS & WORK ENVIRONMENT
Must be able to lift 25lbs
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EXPERIENCE and/or EDUCATION
High School Diploma or GED
Minimum of one (1) year of Call Center experience in banking, financial services or goal driven retail sales preferred
Spanish language skills are required

Vacancy posted 6 days ago

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