Banking Call Center Representative - Entry-Level

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Job description

Call Center Representative

Schedule:

• 40 hours per week
• Mondays, Tuesdays, Wednesdays and Fridays from 10:15am - 7:00pm, Saturdays from 8:00am - 4:30pm

Essential Job Functions:

This position is responsible for resolving customer questions, complaints and requests via the telephone or e-mail adhering to internal policies and procedures and utilizing working knowledge of the organization's products to meet department productivity and quality standards.

• Develops and maintains working knowledge of internal policies, procedures and products.
• Receives inquiries from customers by telephone and communicates response effectively.
• Utilizes multiple computer applications to log and retrieve information.
• Advises on how to processes customer requests including but not limited to bill payments, transfers, problem resolution, online and mobile banking.
• Investigates and resolves or reports customer problems. Identifies and escalates difficult customer situations to the appropriate party.
• Ensures all customer complaints are identified and reported appropriately.
• Participates in call center sales referral program by recognizing customer needs and recommending appropriate products. Meets productivity and quality standards.
• Adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements, and policies.

Education/Experience Requirements:

High School diploma or equivalency required.

0-2 years relevant experience.

Knowledge/Abilities/Technical Skills:

• Effective verbal and listening skills to provide courteous and professional customer service.
• Ability to remain calm and courteous when handling difficult calls and requests.
• Ability to develop and maintain working knowledge of the organization's products and services.
• Effective PC skills including, electronic mail, intranet and industry standard applications. Ability to learn to use additional applications as necessary. Ability to use phone system effectively.
• Basic math skills and ability to articulate and identify large numbers.
• Ability to work well in a team environment.
• Organizational skills are needed to perform multiple tasks in a high volume environment.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Supplemental Pay:

• Bonus pay

Ability to commute/relocate:

• Enfield, CT 06082: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location