Contact Center Specialist I

Job Summary:

The Contact Center Specialist’s primary focus is to work with the Contact Center Manager in serving as support for all online and telephone communications that come into the Contact Center. Provides information and/or answers questions regarding transactions and all bank products and services. Acts as a back-up to in branch Customer Service Representative as need.

Essential Job Functions:

• Supports the online account opening channels for deposit products.
• Assists with answering inbound telecommunications with customers.
• Maintain any customer communication through online chat and external email.
• Performs customer transactions over the telephone. 
• Assists with customer account discrepancies, state problems, complaints and escalates as necessary.
• Incorporates the high-performance behaviors of teamwork, leading by example and service in every facet of work.
• Educates customers of the features and benefits of all our products and services. 
• Refers products and services that benefit customers to achieve team goals.
• Processes customer transactions efficiently, in accordance with established company procedures.
• Assists Branch Manager with customer requests. 
• Responsible for opening and closing various types of personal and business accounts, CD’s, IRA’s and HSA’s, etc. 
• Perform other duties and responsibilities as required or assigned and assists others to complete tasks and work assignments. 

Qualification Required:

• Intermediate PC skills (Excel, Word, etc.).
• Strong knowledge in deposit and lending products and processes.
• Excellent customer service skills. 
• Effective decision making and problem solving skills. 
• Detailed oriented.

Qualifications Desired:

• Proven ability to handle other assignments and effectively prioritize and manage workload

Job Competencies:

• Incorporates the high-performance behaviors of teamwork, leading by example and service in every facet of work.
• Total commitment to compliance with all industry rules and regulations.
• Exceptional communication skills needed to liaise with providers, vendors, and other professionals.
• Support business development events. Perform other duties and responsibilities as required or assigned and assists others to complete tasks and work assignments. 

Core: 

• Customer and Relationship Centered
• Collaborative and Empowering
• Continuously Develops
• Accountable for Results
• Accuracy

Licenses, Certifications, Registrations, Training:

• NA

Work Environment:

• This job requires the ability to use desktop computers. Handle multiple commitments and meet deadlines. Work a flexible work schedule as needed.

Performance Standards:

• Attainment of annual goals established between supervisor and incumbent.