Call Center Representative (Bilingual Spanish/English)

Job Type

Part-time

Description

Answers call center calls and Banno Chats providing account balances, account history, resets passwords for ebanking, bill pay inquiries, statements, debit card issues and ordering, fills out fraud and merchant disputes, adds travel notes, raises card limits, answer questions regarding deceased customer processes, and handles basic loan questions. Complete other job functions including providing excellent customer service while making sure policies and procedures are followed.

Requirements

• High school diploma or equivalent
• 2 years of banking experience preferred not required.
• Good understanding of financial products and services
• Exceptional customer service and professional skills
• Good organizational and interpersonal communication skills
• Good conflict management, time-management, and stress management skills
• Ability to multi-task, work independently, delegate and make decisions.
• Good knowledge of SilverLake, Fedline, Verafin, CPI/Card@Once, Vertex Teller Systems, Aurora, Synergy and Cognos report functions.
• Basic computer and keyboard skills including but limited to using Microsoft Word, Excel, and PowerPoint
• Team player
  
  

Specific Job Functions

Strategic Objectives

• Reviews, executes, and practices objectives within SFSB's Strategic Plan
• Realize and support strategies goals.
• Compliance
• Responsible for knowing and complying with all Bank policies and procedures that apply to the Deposit Operations Department
• Responsible for knowing and complying with all Federal Regulations that apply to the Deposit Operations Department, including, but not limited to: Bank Secrecy Act (BSA), Customer Identification Program (CIP), Funds Availability (Reg CC) and Currency Transaction Reporting (CTR)
• Customer Relationships
• Answers telephone calls/Banno Chats regarding customer account information, inquiries, problems, concerns, general questions such as.
• Address, email, phone number and other CIF maintenance
• Stop payments, written statement of unauthorized debit, transfers, and AFT issues.
• Account balances, transaction history reviews, statement inquiries
• Adding alerts or special messages
• Interactive Voice Response pin resets
• General new account and loan questions
• Product and Services questions
• Wires
• Also responsible for transfers via phone, processes check orders, etc.
• Aids individual or corporate customers in selecting deposit accounts and cross-selling bank products.
• Completes input and verification of incoming and outgoing wires in compliance with the bank's policies and procedures, and mails incoming wire notices to customers. Ensures all required documentation is included with each processed wire and indexed into Aurora in the appropriate File Cabinet.
• Aids individual or corporate customers for the mobile app, ebanking, bill pay inquiries, statements, pin resets, etc.
• Aids with debit card issues and ordering new cards, add travel notes, changing card statues, compromised card questions, and raises card limits.
  
  

2

• Answer questions regarding deceased customer processes.
• Communication
• Completes monthly check-ins with manager.
• Participates in weekly Branch huddles and weekly Cultivate Performance Growth Meetings.
• Communicates with team regularly.
• Additional Responsibilities
• Participates on SFSB's assigned committees.
• Coordinates PTO days with Branch staff to ensure Branch is accurately staffed.
• Performs other duties as directed by supervisor.