CCC Specialist

POSITION TITLE: Customer Contact Center Specialist
FLSA STATUS: Non-Exempt

SUMMARY:
The Customer Contact Center Specialist is the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.

ESSENTIAL JOB FUNCTIONS:
• Manage large amounts of inbound calls in a timely manner.
• Initiate outbound calls as needed to obtain additional information from customers or follow up
• Follow communication scripts when handling different topics
• Adhere to internal procedures, staying current as changes or updates are made
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets
• Learn details about products offered by the bank, and stay current on any changes in product requirements or compliance issues
• Escalate any issues (unable to assist customer, irate customer, etc.) to Supervisor as needed
• Provide assistance to customers with basic inquiries and requests for loan or deposit inquiries as applicable

JOB REQUIREMENTS:
• High school diploma or equivalence required
• Prior experience in customer support role preferred
• Prior banking experience and knowledge preferred

KNOWLEDGE/SKILLS REQUIRED:
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively

PHYSICAL AND MENTAL QUALIFICATIONS:
• Occasional standing, walking, bending and stooping required
• Must be able to sit at a desk, talk on the phone, and use a computer for long periods of time
• Must be able to moderately lift or move up to 10 pounds

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)