What are the responsibilities and job description for the Call Center Service Specialist position at Santa Cruz County Bank?
Description
Who We Are & What We Do:
If you’re looking for an exciting career opportunity, you’re in the right place. Santa Cruz County Bank is a top-rated community bank with a focus on serving the banking needs of businesses and individuals along the Central Coast, in Silicon Valley and throughout the Bay Area. We engage in impactful volunteering and support the greater economic vitality within our four-county reach. Our success is due to our amazing team of exceptional, experienced, knowledgeable and success-oriented employees.
We’ve been recognized with numerous community leadership awards and our team gives 2000 hours of volunteer service each year.
A few honors we’ve received locally include:
- Good Times Best of Santa Cruz – Best Bank, 12 consecutive years
- Santa Cruz Sentinel Readers’ Choice – #1 Best Bank, 9 years
- Santa Cruz County Chamber of Commerce – Business of the Year 2018 and 2021
- Press Banner’s Best of Scotts Valley – Best Bank
- Register Pajaronian’s Best of Pajaro Valley – Best Bank
- Second Harvest Food Bank – Big Step and Platinum Awards for Holiday Food and Fund Drive
- Farm Bureau of Santa Cruz County and Agri-Culture – Al Smith Friend of Agriculture Award
Position Overview:
The primary responsibility of this position is to provide service and support to Bank clients and staff. Answering in bound calls, the Call Center Service Specialist provides exceptional service to clients, potential clients and Bank staff. Takes ownership for effectively resolving client issues and inquiries within scope of responsibilities and routes calls to the appropriate resource when necessary; keeping client satisfaction at the core of every task.
Requirements
Duties:
- Answer incoming calls to the bank to provide client service and support
- Respond to emails sent to client service and support
- Preform account maintenance, check orders, and stop payments
- Provide debit card support
- Check Review Processing support
- Complete verification of deposit requests (VODs)
- Reactive dormant accounts
- Respond to research requests
- De-escalate situations involving dissatisfied clients, offering patient assistance and support
- Collaborate with other bank staff to improve customer service
- Act as backup for branch staff when needed
Key Qualities:
- Reliable and trustworthy
- Caring, friendly and outgoing attitude
- Comfortable working with the public; on the phone, in person and emails
- Regular and punctual attendance is essential
- Team player
- Detail oriented
- Excellent communication skills, both written and verbal
- Aptitude for working with new computer systems and software
- Adept at working in a dynamic and fast-paced environment
Requisite Skills:
- Thorough knowledge of Bank products
- Time management
- Excellent verbal and written communication
- Microsoft Office programs
- Knowledge of bank software
- Excellent telephone skills
- Regulation E, Regulation CC, and BSA/AML
- Ability to sit at workstation for long periods
- Ability to lift up to 25lbs.
Education/Experience:
- High school diploma
- Call center representative experience
- 2 - 3 years in banking environment preferred
Equipment Used:
- General Office Equipment
Benefits:
- Medical, dental, and vision plans
- Vacation, sick leave, paid Holidays
- Paid volunteer time
- Employer paid life insurance
- 401(k) with employer matching
- Ongoing training, professional development and career advancement opportunities
Physical Demands:
The physical demands described here are representative of those that must be met by a teammate 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 may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate typical office equipment such as a computer, telephone, mouse and keyboard.
- Specific vision abilities required by this job include close vision requirements due to computer work.
- Light to moderate lifting may be required.
- Regular, predictable attendance is required; including the occasional evening and weekend work as business demands dictate.
- Travel between company locations as needed.
Work Environment
The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Moderate noise (i.e., business office with computers, phone, and printers, moderate traffic).
- Ability to work in a confined area.
- Ability to sit or stand at a computer terminal for an extended period.
Salary : $20 - $25
