Contact Center Associate

FIRST FINANCIAL BANK

Job Description

Job Title

Contact Center Associate

Reports To

Assistant Contact Center Manager

Status

Full-Time

Summary

Provides a variety of telephone banking services to First Financial Bank customers by assisting with product/service information, transactions, and concerns in a professional, systematic and energetic manner.

Typical Job Entry Requirements

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.)

• High school diploma or equivalent
• Minimum of 1 year bank teller experience, customer service experience preferred
• Knowledge of retail bank products and services
• Excellent telephone/communication skills
• Detail oriented
• Working knowledge of AS400 preferred
• Excellent Problem resolution skills
• Ability to handle stressful situations
• Ability to work independently while maintaining positive relationships with employee/supervisor.
  
  

Primary Activities

(Essential Duties and Responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Assist telephone customers with products/service information, transactions and concerns
• Problem resolution
• Evaluation of customer relationships for purpose of decision making
• Provide excellent customer service to callers by identifying their needs
• Recognition of cross-sell or referral opportunities
• Follow-up clerical work as needed
• Other duties as assigned
  
  

Competency / Skill Level

(The behaviors knowledge, and motivations important to success in the job.)

• Written and Oral Communication skills
• Problem Assessment and Solving skills
• Initiative
• Persuasiveness
• Practical Learning Ability
• Tolerance for Stress
• Tenacity
  
  

Key Behaviors

• Provides Proper Telephone Etiquette to Internal/External Customers
• Services Internal/External Customer Requests/Inquiries
• Reviews Required Documentation for Accuracy and Completeness
• Personal Development as Established with Manager
• Willingness to attend training or department meeting if/when necessary.
  
  

Bank Secrecy Act

• Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations
• To be able to fulfill applicable requirements and responsibilities under the bank’s related policies and programs.
  
  

Critical Job Elements

(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Generally good working environment with little exposure to noise, extreme temperatures or other adverse factors, maintain a professional work environment at all times.
• Above average physical effort of hand and eye coordination, and dexterity of hand and fingers to work efficiently and accurately.
• Above average mental effort consisting of complexity of decision making, concentration and memory.
• Considerable effort and eyestrain from continued checking on the accuracy of all information processed within the department.