Call Center Associate
Farmers and Merchants Bank of Long Beach•Seal Beach, CA
•$17 - $25•Onsite
About The Position
The Call Center Associate provides prompt, accurate, and professional service to Farmers & Merchants Bank (FMB) customers primarily by telephone. This role assists customers with account servicing, product and service information, routine transactions, and problem resolution while adhering to bank policies, security procedures and applicable regulatory requirements.
Requirements
- Knowledge of banking products and services.
- Excellent customer service skills.
- High School Diploma, or equivalent, required.
- Adherence to bank policies, security procedures and applicable regulatory requirements.
- Compliance with all applicable state and federal banking laws, regulations, and internal policies related but not limited to lending, operations, and deposit requirements, including Bank Secrecy Act (BSA), Anti-Money Laundering (AML) requirements, Office of Foreign Assets Control (OFAC) regulations, Customer Identification Program (CIP) requirements, Financial Elder Abuse reporting laws, Sexual Harassment prevention policies, information security and privacy requirements.
Nice To Haves
- Previous work experience in banking or call center, preferred.
Responsibilities
- Provide timely customer service response to FMB customers via telephone by utilizing effective listening skills, managing product/service knowledge for fast and accurate delivery of information, providing relative information, solutions and actions steps to address customer needs, managing call handling time and after-call work efficiently while maintaining service quality, accuracy and compliance, and maintaining schedule adherence and availability standards.
- Ensure every caller is properly identified per the Customer Identification Program (CIP) and related policies before providing account-specific information.
- Process authorized customer service requests and account transactions in accordance with bank policy and applicable regulations.
- Demonstrate professional call handling skills, including appropriate greeting, active listening, clear communication, de-escalation, and proper close. Resolve customer inquiries independently whenever appropriate and escalate matters in accordance with policy, risk level and complexity.
- Adhere to bank policies and procedures and maintain a minimum level of errors to ensure a positive customer service experience.
- Identify opportunities to improve customer relationships with FMB by suggesting additional bank products and services that will benefit the customer, meeting sales and cross-sale goals.
- Place after-call notes on the customer’s account profile after every call, where the customer is identified, to record the date, time, and purpose of the customer’s contact with the bank.
- Utilize call center customer relationship management, and banking systems proficiently to document interactions, research account activity, and complete service requests accurately while speaking with clients.
- Recognize, document and escalate suspected fraud, suspicious activity, elder financial abuse concerns, and other high-risk situations in accordance with bank policy and applicable law.
- Meet established performance expectations related to customer service, quality assurance, productivity, schedule adherence, and accuracy.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
