Call Center Representative

About The Role The role of the Representative is to be welcoming, build rapport, and provide outstanding service to Bank customers while providing customer support services. Position manages high volume of inbound calls in a timely manner. Answers phone with smile in voice, identifies customers needs, clarifies information, assists customers with technical issues, research issues, and provides solutions. Position works with multiple systems and applications to analyze and resolve a variety of complex technical issues while navigating in a technical environment. DUTIES AND RESPONSIBILITIES Answer calls using multi-line phone system. Assist customers on the phone/chat/in-person by providing requested/necessary service or information and/or directing calls to the appropriate department or person. Resolve customer service inquiries with on-call resolution or one-call follow-up. Gather information, evaluate opinions, and offer the best solutions. Provide advanced troubleshooting to customers outside of a scripted environment. Work with multiple systems and applications and analyze and resolve a variety of complex technical issues, while navigating in a technical environment. Assist customer by helping to fix technical issues while providing a fantastic and positive customer experience. Input customer Harland check order requests, update customer information when requested; complete customer research as requested; process Debit Card disputes and requests. Work with IVR customers to reset PINs and resolve Phone Banking issues. Maintain open communication with supervisor through sharing and accepting suggestions and ideas. Promote team efforts in all areas. Adjustments to change is necessary while maintaining a positive attitude. When appropriate, engage customers to learn about their financial needs, advise them of appropriate products and services, and generate leads for other members of the sales team to close by making professional referrals for cross-selling opportunities. Participate in sales events and activities. Utilize knowledge of all online NetTeller, Bill Pay, and Mobile banking products and services to assist customers with problem resolution, troubleshooting, and PIN resets. Assist in management of a shared departmental inbox by processing requests received in a timely manner. ESSENTIAL FUNCTIONS Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Maintain strict confidentiality of customer's personal and financial information. Develop and improve skills through training programs and regular feedback discussions with supervisors which help further professional development. Participate in all training sessions and complete all assigned OnCourse training courses and achieve a passing score by due date. Adhere to First Security Bank's core values; represent the bank in a professional manner which includes a professional image, confidentiality, positive 'can-do' attitude, good attendance, punctuality, flexibility, and adaptability in meeting internal and external customer needs. Display excellent customer service with both internal and external clients. Embody First Security Bank's "Welcome" tenets: Warm - Demonstrate warmth; be genuine and approachable Engage - Engage with teammates and customers; be present in every interaction Listen - Actively listen to employees and clients Connect - Build relationships, connect with the community and teams Opportunity - Seek out opportunities to serve others Modify - Modify your approach to meet employees and clients where they are; style-flex and adapt as appropriate Experience - Create a true experience for the client by providing exceptional customer service on their financial journey Must be capable of regular, reliable, and timely attendance to accomplish essential job functions including in-person contact with internal and external customers. Position performs other duties as needed/assigned. About You QUALIFICATIONS Six months to one year of similar or related customer service experience. Banking experience or basic understanding of banking terminology and/or prior call center experience is preferred. Working knowledge of bank products and services is preferred. A high school degree or GED is required. KNOWLEDGE, SKILL, ABILITY Working knowledge of standard office equipment. Basic computer skill with working knowledge or ability to learn various office software. Skills in areas related to operation of multi-line phone systems. Communicate Effectively: both verbally and in writing with others in #J-18808-Ljbffr