CALL CENTER SPECIALIST

Description

JOB DESCRIPTION: Deposit Operations Call Center Specialist

WAGE CLASSIFICATION: GRADE 8 / NON-EXEMPT

REPORTS TO: DEPOSIT OPERATION/CIP OFFICER

SUPERVISES: NO SUPERVISORY RESPONSIBILITY

JOB SUMMARY

Call Center Specialists are the liaison between the bank and our current and potential customers. This position is responsible for effectively solving customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior.

ESSENTIAL PERFORMANCE SKILLS, DUTIES, AND RESPONSIBILITIES:

1. Manage large volume of inbound and outbound calls in a timely manner
2. Identify customers needs, clarify information, research issues and provide solutions and/or alternatives within various areas including those below:

Account Balances

Transaction Inquires

General Bank Information

Customer Account Maintenance

Phone Transfers

Change of Address

Stop Payments

Tiger Tellerphone set up/ reset

Ordering Checks

CD/IRA rates

Products and Services questions

Reset of Internet Banking Passwords

Assist consumer customers with on-line enrollment for Internet Banking

Assist customers with e-statements

Assist customers with Mobile Banking alerts

Assist customers with mobile wallet

Assist customer with Positive Pay Alerts

1. Keep records of calls and when necessary record calls
2. Send out Thank You Notes to new customers
3. Balance Harland check orders
4. Balance Interest checks
5. Balance expense checks
6. Assist with Customer Identification Program (CIP) Corrections
7. Prepare Monthly Reports
8. Cross train for all jobs within the Deposit Operations Department
   • New Accounts/File Maintenance
   • Unposted
   • NSF
   • Balancing report
   • Charge backs
   • Charge offs
   • Balancing Accounts: Expense checks, interest checks, Money Orders, Cashier checks, ATM, Branch Tellers/Vaults, Harland, etc.
   • Review checks over $5,000 for proper endorsement
   • Review reports: Double Posting, Excessive debits, Pre-dormant, etc.
   • Review accounts for account and CIP corrections and produce exception report.
   • Key punch and balance investments accounts
   • Certificate of Deposit/File Maintenance
   • Return Mail
   • Hold Statements
   • Ordering Fed Money
   • Child Support Verification
   • Social Security Verification
9. Cross train on monthly reports including but not limited to:

• Month-End branch totals
• New Accounts
• Closed Accounts
• Service Charge Waived
• IOLTA
• Certificate of Deposit Summary
• Foreign Items
• Teller Over and Short

1. Other duties as assigned by supervisor

ESSENTIAL TECHNICAL SKILLS, QUALIFICATIONS, EDUCATION AND/OR EXPERIENCE

Education (or Equivalent Experience)

High school diploma or GED equivalent

Customer Service Experience required

One (1) year banking or Call Center experience required

General knowledge of Deposit Operations, Bookkeeping or equivalent experience preferred

ORGANIZATION

Inherent duty and responsibility to make recommendations to supervisor concerning possible methods to improve the department.

FINANCES

Has responsibility to make recommendation to supervisor concerning the budgetary need to the department.

RELATIONSHIPS

Responsible to the Deposit Operations/CIP Officer for the fulfillment of functions, responsibilities and authority for proper interpretation.

Will have contact with customer and public, and is to conduct relationships in a manner that will enhance the over all marketing effort of the bank.

May be called upon from time to time to participate with community organizations and community projects.

Qualifications

KNOWLEDGE/SKILLS/ABILITIES REQUIRED:

• Excellent phone etiquette and active listening skills
• Excellent communication and interpersonal skills
• Excellent customer service skills
• Considerable tact and strong public relations skills
• Must be courteous and have a positive attitude
• Problem solving and proven decision-making ability
• Ability to multi-task
• Ability to handle difficult, stressful situations and customers
• Proficient with Microsoft Office products (Word & Excel) & the internet
• Current knowledge and ability to operate various office machinery (ex. fax, typewriter, adding machine), computer programs & communication devices
• Ability to read and complete forms and documents
• Ability to use basic math skills
• Extensive knowledge of bank products and services thru training
• Knowledge of and ability to follow policies and rules of AuburnBank
• Ability to work in a team environment, working closely with customers, management, and co-workers
• Must maintain regular and predictable attendance
• Must be punctual and timely in meeting all requirements of performance; including, but not limited to, attendance standards and work deadlines; beginning and ending assignments on time; and scheduled work breaks where applicable
• Ability to maintain confidential information
• Must have the ability to work in a constant state of alertness and in a safe manner
• Must have a general knowledge of the USA Patriot Act Customer Identification Program requirements.
• Ability to bend, push, pull, use fine hand manipulation, and sit or stand for long periods of time.
• Requires eye-hand coordination and manual dexterity