Call Center Agent

Summary

Responsible for answering incoming core banking customer and payments/prepaid cardholder inquiries. Provides over-the-phone customer assistance with items such as: requesting account information, maintenance and account set-up, etc. Responsible for establishing accounts received through on-line requests. Creates files to move funds within the bank, as well as, external establishments. Assists customers with account issues, identifies needs and cross sells other banking solutions.

Education: High School Diploma. One year of education and/or training beyond high school, preferred. Or equivalent combination of education and experience.

Licenses/Certifications: None.

Experience: Three to six months of related experience and/or training.

• Process new on-line banking and bill pay requests received through the website. Validate customer identity, determine eligibility, establish and maintain customer access.
• Answer customer questions pertaining to account balances, discrepancies, security and general account use. Research customer discrepancies, correct issue and follow-up with customer in a timely fashion.
• Correct errors resulting from the implementation of new accounts.
• Perform account maintenance as directed by retail and loan customers. Reset PIN/debit numbers, transfer funds, verify account activity.
• Identify customer banking needs and cross-sells other banking products.
• Maintains communication with customers via the phone, written correspondence and e-mails.

• The ability to communicate effectively and clearly, both in verbal and written communications.
• Excellent interpersonal skills.
• Strong knowledge of the business area that is being supported.
• Self-directed and motivated.
• The ability to manage multiple tasks.
• Provide exceptional customer service with each interaction. Exercise good judgment when performing job functions to safeguard the assets of the bank and the customer.