Call Center Rep I or II

Oregon Pacific Bank•Florence, OR

About The Position

The Call Center Rep I or II answers incoming telephone calls, directs callers to the appropriate person or department, and resolves client inquiries. The role also supports banking operations, including Banking On-Call, Online Banking, and Online Bill Pay, and works with clients and coworkers to resolve debit card transaction concerns. Additional operational duties include handling mail, preparing certifications, processing victim restitution payments, reviewing debit card order reports, ordering departmental supplies, providing backup wire transfer verification, balancing general ledger accounts, maintaining files, and assisting with new account mailings. The employee must learn and follow applicable bank policies, compliance procedures, and federal and state banking regulations. The position is responsible to the Operations Support Manager and works with department managers, officers, staff, clients, and the public.

Requirements

High school graduate or equivalent.
At least 1 year of customer service or call center experience.
Ability to work with others in a team environment.
Effective oral communication skills.
Competency in operating and handling a multi-line phone system.
Ability to provide exemplary client service professionally.
Ability to tolerate stress in a fast-paced environment.
Ability to interpret bank policies and procedures for clients.
Ability to deal tactfully and diplomatically with clients.
Basic mathematical skills, including calculating interest and percentages.
Ability to operate Microsoft Office products.

Nice To Haves

General banking knowledge.

Responsibilities

Answer incoming client calls professionally, direct calls to the appropriate person or department, and resolve client inquiries.
Assist with Banking On-Call, Online Banking, and Online Bill Pay operations.
Work with clients and coworkers to resolve debit card transaction concerns.
Open and distribute daily mail, log returned mail, and send it to the appropriate department for corrections.
Prepare Operations certifications.
Process victim restitution payments.
Review debit card order reports for accuracy and problems.
Order departmental supplies.
Provide backup wire transfer verification.
Perform general ledger balancing and file maintenance.
Assist with new account mailings.
Learn and comply with applicable bank rules, policies, procedures, and federal and state banking regulations.
Perform other duties as assigned to meet client and operational needs.