What are the responsibilities and job description for the Call Center Representative - Carthage South/CSC position at Southwest Missouri Bank?
JOB SUMMARY:
Promptly and accurately handles all inbound customer or employee calls, SMBonline chats, and other requests.
HOURS NEEDED:
Full time 40 hours per week. Must be available 7:30 am to 6:15 pm Monday - Friday and 8:00 am - 12:15 pm on Saturdays.
ESSENTIAL FUNCTIONS:
- Provide quality customer service to both internal and external customers over the phone, Smbonline chat, and in person.
- Answer all requests in a prompt and professional manner.
- Possess and maintain a working knowledge of accounts and bank products & services including internet/mobile banking.
- Complete all necessary documentation for customers in accordance with bank policies and regulatory requirements.
- Research transactions and follow up with the customer as needed.
- Handles various side duties as assigned (check orders, gift cards, maintenance, etc.)
- Maintain a neat and clean professional appearance.
- Cross train to serve in other areas as needed.
- Participate in available training to strengthen job knowledge.
- Serve as a representative of the bank at various community events.
- Recognize opportunities to cross sell bank products and services.
SKILL REQUIREMENTS:
- Excellent Customer Service Skills
- Listening Skills
- Professional Communication Skills and Appearance
- Working knowledge and use of internet/mobile banking products and accounts
- Prior Banking or Financial related Customer Service Experience preferred
- Multi-task/Detail Oriented
- Computer Skills (Jack Henry, Microsoft Word, Excel, Optima, Deluxe, SMBonline & mobile app)
PHYSICAL REQUIREMENTS:
- This position is largely sedentary. The ability to sit for extended periods of time, bend, twist view and use a computer, and telephone with an earpiece. This position requires a working knowledge of computers, printers and general office equipment.
- The physical requirements described represent 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.
EDUCATION AND EXPERIENCE:
High school diploma or equivalent required. Banking and customer service experience required. Prior teller, online banking services, and /or loan experience preferred. College degree would be a plus.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
AAP/EEO STATEMENT:
Our company is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, religion, color, national origin, sex, age, disability, status as a protected veteran, or any other characteristic protected by applicable federal, state, or local law.
