CSR / Call Center

GENERAL DESCRIPTION:

The Call Center Customer Service Representative (“CSR”) is responsible for providing exceptional customer service through the American National Bank & Trust (“ANB&T”) Call Center. The CSR provides assistance for our customers and employees, via the telephone, when they have questions or concerns regarding their account(s) with us. The CSR must handle all calls in a professional, pleasant, informative and courteous manner.

ESSENTIAL FUNCTIONS OF JOB:

• Assist customers with various account needs, (i.e. check orders, deposit slips, debit cards).
• Assist with debit card issues, including fraudulent transactions and disputes.
• Call customers for returned check orders and returned bank mail with incorrect addresses.
• Assist customer with returned checks and stop-payments.
• Perform teller assist transactions related to the Interactive Teller Machine (“ITM”).
• Assist customers with online banking and bill pay issues.
• Take domestic and international wire instructions for customers.
• Perform checks and balances for other CSRs.
• Update customer account information, such as address, email and phone number(s).
• Set up and maintain business online banking customers.
• Perform all other duties as required or assigned.

REQUIRED SKILLS:

• Must be knowledgeable in the use of office equipment, (i.e. computers, copiers, scanners, multi-line phones, etc.); regular use of desktop computer and related banking software.
• Exceptional communication skills via remote communication, the ITM or telephone.
• Mental awareness, alertness and adaptability to office and field area work routines.
• Must be proficient in MS Office, (i.e. Excel and WORD), 10-key, accounting, alpha-numeric data entry, spreadsheets
• Must possess excellent time management skills and the ability to prioritize work.
• Must pay attention to detail and possess excellent problem-solving skills.
• Must possess strong organizational skills with the ability to multi-task.
• Communication Skills: Ability to read and understand simple instructions, short correspondence, notes, letters and memos; ability to write simple correspondence. Ability to effectively communicate information and respond to questions in person-to-person situations with customers, clients, general public and other employees of the company.
• Mathematical Skills: Ability to add, subtract, multiply and divide numbers. Ability to perform such mathematical skills using money and other forms of measurement.
• Critical Thinking Skills: Ability to use common sense understanding in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few known variables in situations of a routine nature.
• Decision-Making: Performs work operations which permit frequent opportunity for decision-making of minor importance, and which would not only affect the operating efficiency of the individual involved but would also affect the work operations of other employees and/or clientele to a slight degree.
• Public Contact: Regular contact with patrons, either within the office or in the field. May involve occasional self-initiated contacts to patrons. Lack of tact and judgment may result in a limited type of problem for the organization.
• Mental Demand: Light mental demand. Operations requiring intermittent direct thinking to carry our pre-determined procedures or a sequence of operations.
• Problem-Solving: Repetitive; Activities or duties using a pre-determined set of processes or directions coupled with nearby supervision; Learned things in situations where choice is simple or patterned.
• Public Contact: Frequent contacts with customers and clientele could involve occasional self-initiated contacts. When initiated, the utmost intact, professionalism and judgment should be used, as you are representing ANB&T.
• Accuracy: Probable errors of internal and external scope would have a moderate effect on the operational efficiency of the organizational component concerned. Errors might possibly go undetected for a considerable period of time, thereby creating an inaccurate picture of an existing situation. Could cause further errors, losses or embarrassment to the company. The possibility for error is always present due to the requirements and repetition of the job.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

While performing the essential functions of this job, the Call Center CSR is continuously required to sit, stand, talk or hear; they regularly sit, use hands to finger, handle or feel and frequently are required to reach with their hands and arms and occasionally stand, walk, climb or balance. They may occasionally lift, move, push or pull up to 10 pounds. Specific vision abilities required by this job include close vision. This is an indoor position and the noise level in the work area is usually moderate. There are no harmful environmental conditions present for this position.

REQUIRED EXPERIENCE:

High school degree or GED equivalent; emphasis on office skills, plus 12-18 months of related experience and/or training or equivalent combination of education and experience.

REPORTING RELATIONSHIP:

This position reports directly to the Call Center Customer Service Supervisor. The Call Center Customer Service Supervisor reports to the Vice President Deposit Operations Services, who reports to the EVP of Operations/Cashier & HR Director, who reports to the President/CEO of American National Bank & Trust.

DISCLAIMER:

This job description is representative only and not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced or delegated by Management to meet the business needs of the organization.

This document in no way constitutes an offer of employment or a contract of employment. ANB&T reserves the right to modify job descriptions, policies or any other procedural document at any time, for any reason, with or without prior notice.