Call Center Specialist

Job Description

Job title : Call Center Specialist

Department : Operations

Date Revised : January 2025

Reports to : Call Center Manager

Officer Status : None

FLSA Classification : NE 3

General Position Summary and Purpose :

The Call Center Specialist provides competent, courteous, and efficient customer service to both our internal and external customers. This role provides support to the customer through all phases of the relationship, including inbound and outbound communications. Additionally, the Call Center Specialist is knowledgeable in performing a variety of actions pertaining to online account opening and online banking.

Career Competencies :

Collaborates

Communicates Effectively

Instills Trust

Situational Adaptability

Nimble Learning

Customer Focus

Resourcefulness

Ensures Accountability

Plans and Aligns

Optimizes Work Processes

Demonstrates Self-Awareness

Decision Quality

Essential Duties and Responsibilities :

Assists telephone customers by providing prompt, efficient, and courteous service

Conducts initial review and funding on and for new and existing accounts and relationships

Provides full range of communications functions including processing faxes, customer emails, website chat and manages other communication portals.

Provides assistance to customers related to their ATM / debit cards such as, tokenization, card limits, lost / stolen cards, travel restrictions

Performs a variety of activities related to online banking and related transactions

Prepares and follows through with issues pertaining to fraudulent account activity, performing research when necessary

Other Duties and Responsibilities :

Provides assistance to other departments, including direct client outreach, as needed

Performs outbound calling tasks and projects.

Ensures all departmental documents and activities are performed in compliance with applicable laws, regulations, policies and procedures as applicable to the position, including completion of required compliance training

Willing to be flexible with schedule to allow for adequate telephone coverage in Customer Care

Other duties as assigned

Supervisory Responsibility :

None

Professional Relations :

Works professionally with all employees, customers, vendors, and the general public to achieve goals and objectives of Claremont Savings Bank's vision, mission, and values

Enhances the Bank's image by providing representation and involvement in community activities and charitable, civic and social organizations

Strong professional and leadership skills. Leads by example.

Education / Certification :

High School Diploma or Equivalent

Bank specific training and education

Required Experience / Required Knowledge :

Two years of retail banking experience preferred

Strong computer skills in windows applications

In depth knowledge of CSB's products and Operating System

Skills / Abilities :

Above average telephone etiquette

Ability to adjust to changing workflows, assignments, and schedule

Works well under pressure

Applies Bank policies including but not limited to confidentiality

Working Conditions and Physical Requirements :

Moderate physical effort involving computer workstation use and telephone with headset. Well-lighted and ventilated office environment, which is generally pleasant and comfortable with minimal exposure to injury or other hazards with moderate level of noise. Moderate physical effort required; normally seated with the freedom of movement on a regular basis; some lifting of light materials and supplies. Work involves a mixture of walking, sitting, and / or standing.

• Performance Measurements will be used to determine if a person is successful in the position.
• External and internal applicants, as well as position incumbents who become disabled as defined under the American with Disabilities Act must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

This job description represents an overview of the essential functions of this job. This is not a complete listing of all required duties. Specific duties may vary over time to meet the needs of the Bank.

Claremont Savings Bank reserves the right to change the job duties as business requirements dictate. The employee will be expected to perform other reasonably related duties as may be required by Management.

Every employee works for Claremont Savings Bank, not just for a particular manager. Accordingly, employees are expected to act in the best interests of the Bank, even if doing so requires actions and responsibilities not listed in the above job description.

Job descriptions are not intended as and do not create employment contracts. The Bank maintains its status as an at-will employer.