What are the responsibilities and job description for the Contact Center Specialist position at Prevail Bank?
Benefits:
- 401(k) matching
- Health insurance
- Paid time off
Position Summary:
The Contact Center Specialist is responsible for handling all forms of customer contact in a timely and professional manner. Responsibilities include identifying customers' needs, clarify information, research and provide solutions and/or alternatives to customer inquiries.
Duties and Responsibilities
- Maintain expert knowledge of bank products/services/systems used by customers.
- Maintain expert knowledge of bank programs/software to support all forms of customer contact.
- Assisting customers with a variety of service and product needs including:
- Providing account information
- Deposit/withdrawal history
- Loan payment amounts
- Update customer information
- General bank knowledge
- Product knowledge and deposit rates
- Online and mobile banking
- Other electronic means of customer engagement
- Promote the use of products/services (such as but not limited to mobile banking, phone banking, ITM’s, etc.)
- Keep accurate all records of conversations with customers.
- Perform other duties as required to fulfill the responsibilities of the position and provide backup support for all functional areas.
- Follow procedures and policies that ensure compliance with not only Bank policies and procedures, but also all applicable federal and state banking regulatory agency policies.
- Comply with bank standards for attendance and hours of work.
- Perform all other duties as assigned.
Qualifications
Education/Experience:
- High school diploma required
- Three or more years of experience in call center or customer service role.
- Banking experience is preferred.
- Must have a strong service delivery background, positive attitude with excellent customer service, and interpersonal skills.
Skills and Abilities:
Adaptability:
- Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.
Attention to Detail:
- Regard for important details to assure accuracy in every transaction performed; detect errors; follow through on corrections and details.
Change Management:
- Must embrace change and see change as opportunity. Must be willing to express and support management's ideas to affected staff.
Customer Orientation:
- Respond sensitively to the needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.
Oral/Written Communication:
- The ability to express thoughts and ideas in a clear and concise manner, both orally and in written form to a variety of audiences and to all levels of staff.
Professionalism:
- Project a positive image of the bank to all internal and external customers.
Time Management:
- Ability to effectively manage one’s time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks.
Team Player:
- Must view oneself as part of an overall team. This includes supporting others throughout the entire bank to achieve the overall goals of the bank.
Working Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel:
Valid driver’s license required for travel to Bank offices, training sessions, bank and community meetings, etc.
Physical Requirements
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and depth perception.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subjected to possible modification in accordance with applicable state and federal laws. There are different experiences that suggest other ways or circumstances where reasonable changes or accommodations are appropriate. All activities, demands, conditions, and requirements are linked to duties and responsibilities.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subjected to possible modification in accordance with applicable state and federal laws. There are different experiences that suggest other ways or circumstances where reasonable changes or accommodations are appropriate. All activities, demands, conditions, and requirements are linked to duties and responsibilities.
Job Description subject to change at any time at the discretion of management.
