Call Center Rep I
About The Position
The Call Center Rep I is responsible for answering incoming telephone calls, directing calls to the proper person and/or department, and resolving client inquiries. This role involves assisting in the operations of Banking On-Call, Online Banking, and Online Bill Pay functions, as well as resolving debit card transaction concerns. The position also includes administrative tasks such as opening and distributing mail, preparing certifications, processing payments, and reviewing reports. Additionally, the role provides back-up support for wire transfer verification, GL balancing, and file maintenance, and assists with new account mailings. A key aspect of the role is becoming knowledgeable of and adhering to bank compliance rules and regulations.
Requirements
- High School Graduate or equivalent
- 1 year customer service or call center experience
- General banking knowledge preferred
- Ability to work with others in a team environment
- Ability to communicate orally in an effective manner
- Competency in operating and handling multi-line phone system
- Competency in providing exemplary client service in a professional manner
- Ability to tolerate stress in a fast-paced environment
- Ability to interpret bank policies and procedures to clients
- Ability to deal with clients under circumstances requiring tact and diplomacy
- Competency in basic mathematical skills such as calculating interest and percentages
- Ability to operate Microsoft Office products
Responsibilities
- Answer client calls in a professional tone and manner
- Assist in the operations of Banking On-Call, Online Banking and Online Bill Pay functions
- Work with clients and coworkers to resolve debit card transaction concerns
- Open and distribute daily mail, log returned mail and distribute to appropriate department for corrections
- Prepare Operations certifications
- Process victim restitution payments
- Review debit card order report for accuracy and problems
- Departmental Supply Orders
- Back-up Wire Transfer Verification
- Back-up GL Balancing
- Back-up File Maintenance
- Assist with new account mailings
- Become knowledgeable of bank compliance rules and adhere to Federal and State banking regulations relating to this position
- Follow all Bank compliance policies and procedures relating to this position
- Other duties as assigned to meet client and operational needs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
