What are the responsibilities and job description for the Br 800 - CALL CENTER CUSTOMER EXPERIENCE SPEC II position at RCB Bank?
RCB Bank has been a responsible employer since 1936, standing firm on moral and ethical principles as a bank and as an inclusive employer while fulfilling our commitment to excellence. Operating with values such as integrity, respect, sincerity and honor, RCB Bank is an equal opportunity employer, striving to hire diverse employees who meet high standards of character, education and occupational qualifications. RCB Bank is dedicated to building Relationships, contributing to our Communities, and embracing our Boldness!
With over 60 locations, RCB Bank offers a variety of excellent career opportunities in Oklahoma and Kansas. We offer full-time and part-time opportunities along with a comprehensive benefit package (eligibility requirements apply).
Title : Customer Experience Specialist II
Internal Posting Expires : 11 / 12 / 2024
POSITION SUMMARY : Provides customer service via the telephone for routine inquiries and concerns from customers and branches regarding banking products and financial services.
ESSENTIAL FUNCTIONS :
- Assist customers and branches needing technical assistance with all Bank related business products such as Online Banking, IVR, ITM, ACH / Cash Management, Remote Deposit, etc. Agents also assist with cash management to include ACH increases, ACH reversals, Online Banking Fraud, Bill pay assistance, and Mobile Deposit.
- Assist customers and branches with inquiries by electronically retrieving information regarding the customer account and transactions in question while following Bank, regulatory and legal compliance requirements.
- Effectively assist customers and branches with concerns and / or difficult problems while working toward resolution and referring to Supervisor as needed.
- Work to achieve continued satisfaction and retention of existing customers by promoting and educating them relative to products that will further benefit their banking experience with RCB Bank.
- Navigate a computerized system of tracking, information gathering and / or troubleshooting while analyzing problems quickly, leading conversations toward logical conclusions and clearly defining solutions for customers.
- Assist Supervisor and Analyst by answering questions for agents on the Call Center floor and via Webex.
- Agents should flag hot issues that require Supervisors and Manager immediate attention such as trends reported by customers.
- Proofread and edit documents for agents when asked to assist the Supervisor.
- Possess detailed knowledge of our products and services.
- Independently compose correspondence without errors.
- Work projects, additional reports, secure messages, Info Email, when asked to assist the department.
The following duties are worked by these agents, but this list does not encompass every task a Customer Experience Specialist II are assigned :
IRA), Bounce Protection and Reg-E (Enhanced Bounce)
Management can assign or reassign duties and responsibilities to this job at any time as needed. Customer Experience Specialist II agents will be required to work a minimum of (1) year in the Call Center before posting for positions outside the department.
EXPERIENCE REQUIRED :
Two (2) years of customer service experience.
Call Center experience preferred.
EDUCATION, CERTIFICATIONS & TRAINING :
High school diploma or GED required.
JOB-SPECIFIC SKILLS & KNOWLEDGE :
RCB Bank is an EOE. We offer EEO to all persons without regard to race, color, religion, age, marital or veterans' status, sex, national origin, physical or mental disability, or any other legally protected class.
