What are the responsibilities and job description for the CCC Specialist II position at Carter Bank?
SUMMARY:
The Customer Contact Center Specialist II 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
• Learn all CB&T deposit and loan products, become a subject matter expert
• Provide assistance to customers with basic and more complex loan inquiries and requests for Mortgage, Consumer, and other loan types
• Provide assistance to customers with basic and more complex deposit inquiries and requests
• Follow procedures to open new accounts for customers, assuring that proper documentation is provided
• Identify opportunities to upsell products when they arise
• Serve as a resource for less experienced employees
JOB REQUIREMENTS:
• High school diploma or equivalence required
• Previous banking/financial services experience required
• Prior experience in a call center required
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
• Must be able to make decisions and solve problems
• Must have knowledge about deposit and loan products
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
