Call Center Representative I

Description

WORK LOCATION: Durand Branch (212 W Prospect Street, Durand, WI 54736), but will consider one of our other banking locations based on available workspace.

POSITION SUMMARY:  Under the direction of the Call Center Manager, the Call Center Representative will communicate with customers via inbound phone calls in order to manage and service customer accounts, resolve problems with products or services, cross-sell various products and services and transfer calls to appropriate staff in a manner that will meet or surpass SFB’s goals and expectations of providing the best possible experience to our customer base.           

PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES:  

1. Build rapport with our customers by greeting them in a courteous, friendly and professional manner when answering the phone.
2. Listen attentively to customers’ needs and concerns in order to provide relevant and accurate information and creatively solve problems.
3. Provide electronic banking support for NetTeller, Mobile Banking, Bill Pay, Remote Deposit Anywhere, Bank-to-Bank Transfers, Person to Person Transfers and telephone banking.
4. Handle customers’ general information requests including but not limited to product and service information, account balance inquiries, check, deposit and loan payment postings and debit card transactions.  Conduct necessary research utilizing available resources.
5. Handle customer orders for services including but not limited to wire transfers, telephone transfers, stop payments, address changes, automatic funds transfers, debit card activations, PIN resets and temporary limit increases; forward applicable requests to appropriate departments for processing.
6. Maintain customer records in system when applicable (i.e. address changes, stop pays, etc.).
7. Monitor and process fraud alerts received via email from the Passport Fraud Alert Center.
8. Handle initial phase of customer debit card disputes following the internal ATM/POS Regulation E Resolution Checklist and forward completed dispute forms to Deposit Operations for processing.
9. Manage and resolve customer complaints.  Utilize good judgment and understanding of company policy to effectively make decisions to resolve customer issues.
10. Effectively transfer customer calls to appropriate staff.
11. Sell additional services by recognizing opportunities; explaining new products and their features.
12. Review and distribute incoming facsimiles received via the Customer Service email.
13. Review and respond to customer emails.
14. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

SECONDARY RESPONSIBILITIES AND ACCOUNTABILITIES:  

1. Updates job knowledge by participating in educational opportunities.
2. Follows all Bank policies, procedures and regulations.
3. Communicates recurring or serious issues to Senior Management.
4. Return all internal and external customer emails and phone calls within 24 hours.
5. Other duties as may be assigned.

Qualifications

Education

• High School Diploma or equivalent.

Experience

• Previous customer service or call center experience, preferably in the financial services industry.

Other Skills and Abilities

• Excellent customer service skills and the ability to work effectively and non-defensively with customers and staff members in order to provide superior customer service
• Excellent listening, verbal communication and phone etiquette skills
• Must be customer service driven with a high level of interpersonal skills to handle sensitive and confidential situations.
• Must be able to remain calm in stressful situations.
• Knowledge of bank products and services.
• Knowledge of various federal regulations including Bank Secrecy Act, Right to Financial Privacy Act and Regulation E.
• Ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with Bank exposure to loss or fraud.
• Possess the ability and strong desire to develop the “team” within the Bank.
• Ability to multi-task and work independently, as well as, collaboratively, within a team environment.
• Proficient computer skills including experience with Windows based applications (ability to navigate within multiple screens).
• Ability to operate a variety of office equipment, including a multi-line phone system, PCs, printers and scanners.