Job Description

Position Title:

Contact Center Representative

Department:

Retail

Reports to:

Contact Center Manager

Classification:

Hourly

POSITION SUMMARY:

The Digital Customer Service Representative provides superior service and a seamless customer experience through multiple channels including phone, email, and chat. The DCSR educates customers about products and services, finds resolutions to customer questions, and builds relationships with all customers in order to better serve them. The position reports to the Digital Banking- Contact Center Manager and is governed by established policies and guidelines. Typical hours are 8:30am to 5:00pm M-F.

RESPONSIBILITIES/ESSENTIAL FUNCTIONS

Required Qualifications

Provides exceptional customer-focused service using multiple channels of communication, such as email, phone, and chat. Answer customer calls regarding debit card transactions/ limits, online banking, bill pay, general account information, CD sales and service, and other retail banking topics. Troubleshooting and de-escalating customer issues while accessing information from a variety of systems and references, seeking to achieve the best solution. Serves as a resource and effectively interact with all team members in order to resolve customer issues, special projects, and other duties as assigned. Refers customers to appropriate departments when necessary, such as Mortgage, Personal Lending, or Commercial Lending. Uncovers solutions while also making recommendations on other products and services from which the customer might benefit. Assists customers and branch staff with customer and account maintenance request, in conjunction with Deposit Operations. Ensure compliance with all Bank Policies and Procedures

Knowledge/Skill/Ability

Superior interpersonal and customer service skills with both staff and bank customers Practice and promote teamwork within the organization. Ability demonstrate good math skills Ability to exercise sound judgment and discretion. Adaptability - ability to adapt to fast pace and rapid changes. Ability to juggle multiple tasks and handle unexpected delays or events while maintaining constant attention to detail. Strong organizational and problem-solving skills. Ability to maintain the highest level of confidentiality with information relating to the bank, bank customers, officers, directors, investors, and employees High level of dependability regarding attendance and punctuality Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data Problem-solving skills by analyzing information and evaluating results to choose the best solution

Equivalent Education/Experience

High school diploma or equivalent is required; some college is preferred but not required.

Preferred Experience/Qualifications

Minimum one year of related experience in banking preferred Knowledge of financial institution products and services preferred

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk, see or hear. The employee is frequently required to stoop, stand and walk. The employee must regularly lift and/or move up to 12 pounds and frequently lift and/or move up to 20 pounds.


The worker is not substantially exposed to adverse environmental conditions. (typical office/administrative work environment.

SPECIAL JOB DIMENSIONS:

Work involves periodic overtime and adherence to deadlines and project completion deadlines.


Note: The above statements are intended to describe the general nature of work and level of being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required for this position. The tasks and procedures involved in the performance of the job responsibilities may vary from day-to-day. Major changes in the areas of responsibility will require revision of this job description.