Contact Center Representative
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Job Description
Contact Center Representative ensuring positive customer experiences and resolving banking issues. Engaging customers across various channels and transactions with a focus on service.
Responsibilities:
- Provides positive and professional inbound customer service to ensure issues are resolved efficiently
- Engages with prospective customers through various channels (live chat, phone, email, SMS) to guide through consumer banking services
- Takes ownership of customer concerns and resolves customer issues at first point of contact; escalates issues when necessary
- Ensures due diligence is taken to support the accuracy of all customer transactions
- Arrives on time and ready to receive/make customer calls as scheduled throughout the shift
- Engages customers/partners through a consultative approach to understand their current and future service needs
- Completes a broad range of financial transactions (e.g., transfers between accounts, debit card disputes, and/or other transactions, as necessary) in an accurate and efficient manner
- Contributes to and supports business objectives
- Participates in performance and development activities, including cross-training within own team
Requirements:
- High School Diploma or GED
- Minimum of 1+ years of experience in Retail, customer service, banking, or contact center experience preferred
- Ability to navigate through multiple computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics
- Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets)
- Exceptional listening skills and a curiosity for helping customers to address their needs and resolve concerns
- Strong relationship management skills, capable of explaining complex banking concepts
- Positive and energetic demeanor with excellent listening, reading, and communication skills
- Able to communicate financial information in a way that is clear and accessible to a wide range of customers
- Team oriented with the ability to work in a fast-paced, challenging work environment with resiliency
- Experience handling confidential information preferred
- Proficiency in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications)
- Ability to adhere to a flexible work schedule which may include weekends and holiday hours
Benefits:
- Health and well-being benefits
- Savings and retirement programs
- Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
- Banking benefits and discounts
- Career development opportunities
- Reward and recognition programs
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