Contact Center Representative

Contact Center Representative

The Contact Center Representative serves as a primary point of contact for customers, delivering exceptional service and support across a variety of banking products and services. This role utilizes multiple systems, databases, and digital platforms to assist customers with account inquiries, online and mobile banking, loans, debit card services, and other financial needs. Representatives are responsible for accurately resolving customer requests, educating customers on available products and self-service solutions, and ensuring compliance with all Bank policies, procedures, and regulatory requirements. Through every interaction, the Contact Center Representative promotes a positive customer experience, strengthens relationships, and supports the Bank's commitment to service excellence. This is an on-site position.

Key Responsibilities:

• Serves as a trusted point of contact for customers through phone, email, chat, video, or other approved communication channels.
• Create a positive, professional, and personalized customer experience during every interaction.
• Demonstrates empathy and professionalism when handling difficult, sensitive, or escalated situations.
• Build rapport with customers representing diverse backgrounds and financial needs.
• Partner with branch, operations, fraud, deposit, lending, digital banking, and other internal teams to resolve customer issues.
• Maintain strong knowledge of the Bank's consumer and business products, services, policies, and digital capabilities.
• Identify customer needs and appropriately recommend products, services or digital solutions that may benefit the customer.
• Navigate multiple banking applications and systems simultaneously while maintaining accuracy and customer engagement.
• Utilize available resources, knowledge bases, procedures, and digital tools to research and resolve customer inquiries.
• Maintain compliance with applicable banking regulations including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC), Regulation CC, and Regulation E.

Requirements:

Required Experience/Qualifications:

• Minimum of one year of customer service experience required; banking or financial services experience highly preferred.
• Demonstrated ability to handle complex customer interactions with professionalism, empathy, and a solution-oriented approach.
• Exceptional verbal and written communication skills with a commitment to delivering outstanding customer service.
• Strong critical thinking, problem-solving, and organizational skills, coupled with keen attention to detail and accuracy.
• Ability to effectively manage competing priorities, multitask, and perform in a fast-paced environment while maintaining high service standards.
• Proficiency using multiple computer systems, applications, and search tools to research information, resolve customer inquiries, and complete transactions efficiently.
• Strong technical aptitude and adaptability to learn new systems, products, and processes.
• Ability to work a flexible schedule, including overtime and Saturdays, as needed.

Preferred Qualifications:

• 1+ years in banking or financial services experience.
• Previous contact center, call center, or telephone banking experience.
• Experience in identifying customer needs and making appropriate recommendations.

Salary Range: Commensurate with experience.

Centreville Bank offers a competitive salary and benefits package that includes medical and dental coverage, life insurance, disability insurance, 401(k) plan, paid time off and holidays.

Centreville Bank is an Equal Opportunity Employer. All positions are subject to periodic evaluation.