Customer Contact Center Specialist I

The Customer Contact Center Specialist I passionately performs a full range of customer service via multimedia communication as directed by the management of the Contact Center. "Builds Loyalty" with customers by delivering the best experience possible, effectively resolving customer questions and concerns, proactively offering advice on the best way to interact with the bank when necessary.

Essential Duties and Responsibilities

• Receives and processes incoming calls or messages from customers.

• Responds to inquiries and determines the appropriate response or direction, and proactively offering the most convenient solutions or options for the customer.

• Completes various operational processes to support customer requests.

• Processes account balance or transfer requests, stop payment orders, changes of address and other customer requests or authorizations.

• Completes trouble shooting if needed to support a customer inquiry.

• Reviews reports, prepares correspondence, and participates in special department projects as required.

• Ensures that all departmental documents and activities are performed in compliance with applicable laws, regulations, policies, and procedures as applicable to this position, including completion of required compliance training.

• Performs other duties and responsibilities as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Ability to read and comprehend complex instructions, short correspondence, and memorandums.

• Ability to read and interpret documents such as procedures manuals, general business correspondence and/or journals, or government regulations.

• Ability to effectively communicate orally or with written word depending on role

• Ability to efficiently navigate a multi system (10) environment to resolve issues customers are experiencing

• Ability to problem solve by thinking critically and asking probing questions.

• Ability to listen effectively and deescalate customer frustrations using empathy

Education and/or Experience

• HS Diploma/GED

• One year of providing outstanding customer service or sales experience, preferably in a financial setting, is required.

Specialized Training

• None

Computer Skills

• Proficient with a PC

• MS Word and Excel

Certificates, Licenses, Registrations

• None

Other Qualifications (including physical requirements)

• Must possess excellent telephone skills, including a professional speaking voice.

• Must have good oral and written communication skills.

• Must present as friendly and professional.

• Must maintain punctual and regular attendance.

Other

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice.

Skills Training:

• Communication, Critical Thinking, Judgment and Decision Making, Sales

• Customer Service, Professional Telephone Skills , Business Writing