Contact Center Representative

POSITION SUMMARY: Assists customers with routine inquiries, including basic transactional and product questions in a multichannel servicing environment. Explores customers' needs and recommends solutions to retain and expand retail and business relationships. Initiates cross-selling opportunities. Promotes the use of online and self-service tools. Provides exceptional customer service consistent with the Bank's values - respect, excellence and partnership. Relies on instructions and defined procedures to perform the functions of the position focusing on efficiency and delivery of accurate and complete information. Maintains confidentiality of the Bank's information.

PRINCIPAL RESPONSIBILITIES:

• Responds to routine customer inquiries regarding products, services, and general information.
• Clarifies and resolves basic issues and implements solutions; researches and escalates as appropriate.
• Explores customers' needs and recommends solutions; cross-sell products and services.
• Routes phone calls to appropriate internal resources.
• Promotes opportunities to migrate customers to electronic channels.
• Places outbound calls for customer follow-up or specific campaigns.

• Performs fulfillment and onboarding of new accounts to solidify and build customer relationships.

• Attains individual sales goals.

• Sustains current working knowledge of all internal policies and procedures as well as regulatory requirements. Successfully completes required compliance training.
• Provides exceptional customer service, maintains a cooperative and professional manner with customers.
• Reports to work as scheduled in professional attire.

NOTE: This position description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned by management.

REQUIRED SKILLS: Strong communication and customer service skills in a multichannel servicing environment. Sound data entry skills and attention to detail. Working knowledge of MS Office and ability to learn contact center applications. Ability to work well in a fast-paced, challenging environment and to maintain confidentiality.

PHYSICAL REQUIREMENTS: Normal office environment requirements. Frequent use of office equipment requiring manual dexterity and visual attention. Extensive repetitive finger and hand movements. Sensory ability required to see, hear, and touch. On-call and extended hours availability.

MINIMUM EDUCATION: High School or General Education (GED) Degree.

MINIMUM PRIOR EXPERIENCE: 1 - 2 years related banking or contact center experience.