At Your Service Representative (Contact Center/Call Center)

Description

Who is Park Bank?

At Park Bank, we believe drive and ambition come from the heart. That achievement means different things to each of us. That there’s no one way to what’s next. And our story of achievement starts with each member of our team. No matter our job openings, we are always searching for great people to join our team. And while a culture-fit is nice, a culture-add is even better. If you are passionate about providing exceptional client service and building partnerships that champion all who are driven to achieve financial goals, come join our branch family. In addition, if you thrive in making personal connections, exude confidence, and are committed to helping our clients succeed, we will help you get to next in your own career development.

General Summary

The At Your Service Representative will use their knowledge of Park Bank products, services and policies to assist clients and associates with inquiries, requests and complaints. They will speak and live-chat with clients, listen to them to gain a thorough understanding of their needs, and offer solutions and keep client experience & satisfaction at the core of every decision and behavior. This position will also be responsible for guiding users through the features & functionalities of the bank’s electronic banking and card products, including performing technical troubleshooting of these products. The At Your Service Representative will also perform a wide variety of maintenance within the core system on client accounts. These include updating clients’ personal information and making adjustments to products & services based on client request. They will also review and audit multiple reports of system changes in accordance with the Bank’s internal controls.
In addition, the At Your Service Representatives will coordinate and oversee all aspects of interactive teller machine operations within the branch network. The At Your Service representative will be responsible for ensuring all transactions performed in an accurate, efficient, and courteous manner. Helping customers, while enhancing the customer’s interactive banking experience via video technology. Must be comfortable, professional, and friendly on- camera, as this is a position is based on video interaction with clients. Review transactions for accuracy and assist in the resolution of any errors and/or variations. Answer client questions regarding Park Bank products and services and as needed; perform basic account maintenance requests and/or open new deposit accounts.

Essential Functions and Duties

• Responding to client inquiries to learn about and address their needs, complaints or other issues in a timely and accurate way, via phone, email or live chat
• Engaging in active listening with clients, confirming or clarifying information and diffusing angry clients, as needed
• Analyzing and reporting malfunctions in products and services
• Informing clients about new features and functionalities of electronic banking and card products
• Utilizing software, databases and other tools appropriately and performing day-to-day account maintenance accurately and in accordance with bank policies, procedures and internal controls
• Auditing system changes made by others within the department
• Contributing to the creation and maintenance of department procedures and guides
• Assisting in the testing of the Bank’s Business Continuity Plans
• Operate a virtual cash drawer to efficiently and accurately process transactions while maintaining an accurate cash balance and record of all transactions.
• Assist clients with all routine Teller transactions, such as cash and check deposits, cash withdrawals, transfers, account balance inquiries, account maintenance and servicing.
• Facilitate ITM process for customers by providing step-by-step guidance through transactions.
• Recommend bank products and services to meet the needs of our clients and make appropriate referrals to other areas of the bank.
• Assist with ITM reports, balancing and/or audits to ensure the ITM Department is operationally sound and secure.
• Coordinate efforts with IT staff to resolve technology issues quickly.
• Assist with training new and existing employees, including Navigator, Integrated Teller, SCO procedures, ITM software, PBNet, policies and procedures, products, and cross selling.

**The hours of the position are Monday - Friday 7:45am - 6:15pm with varying shifts of opening, closing, and mid-day. 1-2 Saturdays per month from 9am - 12pm. You receive a half day during the week if you are working Saturday**

Requirements

Required Education and Experience

· High School Diploma or equivalent

· Exceptional customer service, active listening, strong verbal and written communication skills, professional phone voice

Preferred Education and Experience

· Additional education and/or prior experience in banking is preferred

· Fluency in Spanish is a bonus

· Understanding of bank products, services and policies including familiarity with confidentiality and security requirements

· Proficiency with computers, Microsoft Office products and strong typing skills. Experience with CRM software is a plus

Physical Demands

· Remaining in a stationary position, often standing or sitting for prolonged periods.

· Adjusting or moving objects up to 10 pounds in all directions.

· Repeating motions that may include the wrists, hands and/or fingers.

· Communicating with others to exchange information

Park Bank is a drug free workplace. All candidates selected for new employment with Park Bank will be required to submit to drug testing after a conditional offer of employment. Employment is contingent on the associate passing the drug test. - Credit, Criminal and Driving history will be reviewed when making final employment decisions consistent with applicable laws. - Park Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status and protected veteran status. - The Immigration Reform and Control Act of 1986 require employers to verify the employment status of each person hired.