Call Center Representative

About The Role

Join one of the best banks in Arizona! Foothills Bank has been on the list of Top Companies to Work for in Arizona for 4 years in a row! Learn More About Our Recognitions!

The ability to work in a fast-paced call center environment; able to multi-task while talking on the phone and entering data into the system to quickly assist a caller; must have excellent verbal skills.

• Assist customers in a call center environment via phone, chat, and emails by providing requested/necessary service or information and/or directing calls to appropriate department or person with the goal of one-call resolution.
• Able to engage customers in need-based conversations to effectively assist customers and create referrals and cross-selling opportunities.
• Work with multiple systems and applications to analyze and resolve a variety of complex technical issues, while providing a positive customer experience.
• Able to effectively troubleshoot online banking issues and concerns.
• Able to understand and refer bank products to better assist customer.
• Perform other duties as assigned.
• Comply with all applicable laws, regulations, policies, and procedures. Adhere to all security procedures and regulatory guidelines for the Bank Secrecy Act, Office of Foreign Assets Control and USA Patriot Act/Customer Identification Act (CIP). Maintain strict confidentiality of customer’s personal and financial information.

Education and Experience:

• Six months to one year of similar or related customer service experience.
• Banking experience or basic understanding of banking terminology and/or prior call center experience is preferred.
• Working knowledge of bank products and services is preferred.
• A high school degree or GED is required.

Knowledge, Skill, Ability (Other Skills):

• Courtesy, tact, and diplomacy are essential elements of the job.
• Communicate effectively both verbally and in writing with others in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Demonstrate ability to work independently and as part of a team. Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness.
• Demonstrated knowledge, skill and experience in operation of: multi-line phone systems; IOS, Smartphone, Tablet, PC or Mac technology; PC software applications such as Windows, MS Internet Explorer, and Internet technology; operation of 10-key and proficient keyboarding skills.
• Maintain strict confidentiality regarding any information obtained during the course of performing job duties; adhere to Bank policies and procedures regarding confidentiality.

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 often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. This includes sitting down for several hours while utilizing a headset to take phone calls continuously. Must be able to work extended hours or travel off site whenever required or requested by management.

Must be capable of regular, reliable, and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific vision abilities required by this job include: close visual acuity to perform activities such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts,…