Call Center Agent

FIRST STATE BANK AND TRUST•Caruthersville, MO

11d•Onsite

About The Position

The Call Center Agent trains to provide proactive retail support, service, and sales by telephone. The role provides customers calling from all branches with effective, efficient, and consistent service that supports the profitability of the bank’s personal banking services. The agent learns bank software, policies, procedures, and deposit and loan products, while maintaining the confidentiality of customer account information. The position handles customer inquiries and requests, supports internet, mobile, and telephone banking, and performs telephone-based banking services and transactions. It also supports branch employees’ customer service and sales efforts, promotes strong banking relationships, and collaborates with other bank departments and offices. The role has no supervisory responsibilities.

Requirements

High school diploma or GED plus additional bank-related training; or one to two years of related experience and/or training; or an equivalent combination of education and experience.
Must speak English and Spanish fluently.
Must not be hearing impaired.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence and speak effectively by telephone and/or before groups of customers or employees.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals; compute rates, ratios, and percentages; and draw and interpret bar graphs.
Ability to apply common-sense understanding to written, oral, or diagrammed instructions and deal with problems involving several concrete variables in standardized situations.
Ability to operate a telephone and headset, personal computer and printer, copy machine, fax machine, scanner, 10-key calculator, shredder, postage machine, and other required equipment.
Working knowledge of Microsoft Word, Excel, Outlook, and Adobe Acrobat.
Valid driver’s license.
Ability to be bonded by the bank’s surety company.
Ability to perform the essential duties efficiently and accurately, with reasonable accommodations as needed.

Responsibilities

Learn and use bank software, including JHA Xperience-CIF 20/20, Synergy, Synergy Capture, 4Sight, Back Office Netteller, ESI Management, IPay Master Site, TSYS Loan Portal, and Harland Clarke Check Order.
Maintain confidentiality of customer account information and learn and follow policies and procedures when responding to inquiries and requests.
Receive and answer customer telephone inquiries from all branches, identify customer needs, and make appropriate recommendations or take action to resolve problems.
Handle telephone calls professionally and follow up on actions related to transactions.
Answer questions about bank products and services and use effective phone skills to develop potential banking relationships.
Learn and maintain knowledge of deposit and loan products.
Answer questions and provide support to internet banking, mobile banking, and telephone banking customers.
Perform electronic banking functions, including Cyota, Single Sign On, and unlocking locked IDs.
Handle service complaints and other situations using problem-solving techniques, referring the most difficult situations to the Supervisor.
Use CIF 20/20 customer calling lists and service calls to promote the bank and strengthen banking relationships.
Perform telephone-based customer service duties such as check ordering, debit card ordering, wire transfers, loan payments, and stop payments.
Answer questions about loan payments and payoff information, and compute CD payouts, redemption, renewal, penalties, and maturities.
Complete reports and productivity data for management.
Promote quality service to internal and external customers and teamwork across bank departments and offices through referrals and support services.
Support branch employees’ customer service and sales efforts.
Maintain education and professional expertise by attending job-related seminars, conferences, and workshops.
Perform other duties as assigned.