ITM/Call Center Representative - Somerset

SUMMARY - Employee must accurately & efficiently perform all duties in a professional manner while working in a team oriented environment. Employee must display good communication skills as he/she receives internal and external telephone inquiries for the purpose of answering questions, resolving issues and complaints, promoting bank services, and offering support to branch staff on system issues. He/she must also keep alert to sell products and services which will often involve doing follow-up calls and letters.   

QUALIFICATIONS - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and recognize the importance of accuracy. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

• Uses proper greeting, voice quality, and effective communication skills serving as a customer service representative for the bank. Greets, answers and assists with problem solving of calls (external and internal) as well as ITM inquiries to support our bank customers.  Provides the branches with bank system and general bank information and direct calls when necessary.
• Assists customers using ITMs to process transactions, answers questions, reconciles entries and supports balancing process with other bank personnel.
• Remains alert to situations involving fraud, identity theft, and transaction disputes. Asks questions and completes necessary forms if suspicious situation arises.
• Answers questions for on-line banking, credit card, bill-payment, debit card, deposit and loan accounts through e-mail, chat, video chat and phone inquiry.  
• Quotes interest rates for saving, checking accounts and certificates of deposits.
• Completes necessary designated paperwork to comply with customers requests such as phone transfers, name changes, address changes, check orders, stop payments, statements, master card, etc.
• Posts payments for credit cards and loans.
• Researches complaints concerning billing or services rendered and resolves current problematic situations.
• Understand and support all BSA/AML responsibilities as applicable to the position as well as consistently, accurately, and timely carry out these responsibilities in compliance with the Bank’s internal policies.
• Assumes additional duties as required.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities, but may perform additional duties in the absence of the Customer Care Center Manager or Team Lead

EDUCATION and/or EXPERIENCE

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. 

Ability to speak effectively and with an appropriate pace, volume, and tone.  Ability to keep all conversations on track, provide accurate information, and fulfill the customers' requests.

MATHEMATICAL SKILLS - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY - Ability to apply common sense to perform assigned duties and understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

OTHER SKILLS - Displays an eagerness & ability to learn, efficiently use the technology provided, and is receptive to new ideas and new technology.

PHYSICAL DEMANDS - 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 sit; use hands to finger, handle, or feel; and talk or hear.  The employee is occasionally required to stand, walk, and reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK 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.

The noise level in the work environment is usually moderate.

Equal Opportunity Employer, including disability and protected veteran status.