What are the responsibilities and job description for the Call Center Specialist position at COMMUNITY FIRST BANK?
Summary/objective
The Call Center Specialist position consistently provides exceptional customer service in a timely and accurate manner resulting in customer satisfaction and retention. This position provides direct assistance to customers by utilizing all methods of communication. Additionally, this position must conform to bank policies, procedures and regulatory compliance.
Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- Answer all incoming phone/electronic inquiries regarding bank products and services.
- Research inquiries using all resources available
- Resolve customer concerns regarding account issues such as balance inquiries, checks, deposits, stop payments, transfers, statement errors, address changes, debit card inquiries and the reordering of new debit cards. Answering questions regarding debit card disputes and any research which may deem necessary.
- Offer assistance in the enrollment of Mobile and Internet Banking services.
- Assist with Internet Banking and Mobile resets and issues for consumer and business online banking.
- Knowledge of many bank services such as Secure Lock, CST (Bill Pay, Zelle, External Transfers) Card Controls, CFB Apps, QuickBooks and etc.
- Handles the customer through to completion and only routes the customer/inquiry to the appropriate department for further research/resolution when the situation involves circumstances in which the agent has not been trained to resolve.
- Performs other related duties, such as but not limited to, Mailroom duties, Falcon monitoring reports, CI maintenance and Returned Mail and etc.
- Foreign Currency orders
Competencies
- Excellent verbal, written and interpersonal communications skills
- Ability to multitask and to remain flexible and work within a changing environment as new challenges are presented.
- The ability to work independently with no direct supervision
- Ability to quickly assess the customers’ needs and make recommendations or provide information to the customer
- Proficient use of the computer and bank applications needed in order to service the customer.
Supervisory responsibilities
None
Physical demands
Must be able to sit for long periods at a time.
Travel required
No travel required
Required education and experience
- High school diploma or equivalent
Preferred education and experience
- Previous work experience in a financial institution preferred
Affirmative Action/EEO statement
It is the policy of Community First Bank to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
GOOD CREDIT IS A MUST
CREDIT REPORT IS REQUIRED FOR EMPLOYMENT
