Banking Call Center Representative

A Call Center Representative is the first line of contact for our customers.  This position is responsible for providing a unique and beneficial customer experience which enhances the customer relationship with the bank.  Using advanced knowledge of our services and products, they will provide a high level of customer support by telephone, email, chat or other electronic communication.

• Answer inbound telephone calls by the third ring.
• Check and respond to Online Banking email messages received by internal and external customers.
• Check and respond to CheckFree email messages received by customers.
• Prepare and handle requests for Stop payments.
• Handle inquiries related to Debit Card activity.
• Password reset for Online Banking.
• Statement research.
• Handle inquiries and set-up for Bill Pay.
• Handle requests for Online Banking set-up.
• Order checks for customers, as requested.
• Telephone transfers.
• Answer questions regarding IRA and other new account products.
• Monitor incoming faxes.
• Handle Interest Rate quotes.
• Respond to inquiries of Loan Payment and Loan Payoff amounts.
• Assist with computing of statistics of incoming calls.
• Resolve basic Quicken questions and support for Bank customers.
• Identifies, diagnoses and resolves first-level problems for customer's personal Internet Banking computer, along with minor software and hardware issues with the ability to communicate solutions to customer.
• Provide one-on-one customer problem resolution via the phone, utilizing remote access software provided by the Bank.
• Assist customers with questions concerning Apple products, such as iPad and MAC's.
• Support all mobile applications for both iPhone and Android.
• Escalate issues to Supervisor or Information Systems for support help.

• 40 hours per week, Monday through Friday.
• Bachelor's degree from a college or university, preferred
• Two to four years related banking experience and/or training; or equivalent combination of education and experience.
• Ability to learn products, services and procedures quickly and accurately.
• Excellent communication skills - in person, email, and over the phone - with proven ability to tailor features and benefits of products/services to customers with differing needs.
• Knowledge of troubleshooting with common browsers. (IE, Chrome, Safari, Firefox, Edge)
• Knowledge of common mobile technology for both iPhone and Android.
• Comfortable educating others on technology.
• Professional, thorough and organized, with strong follow-up skills.
• Ability to understand and follow policies, procedures and regulatory requirements.
• Proficient knowledge of Microsoft Office products, including Outlook, Excel and Word. Proficiency with computer systems required.
• Language Skills – Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees.
• Mathematical Skills – Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Reasoning Ability – Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Computer Skills – Proficient knowledge of Microsoft Office products, including Outlook, Excel and Word. Proficiency with computer systems required.