Call Center Representative - On Site/Harrisburg, PA

Mid Penn Bancorp-posted 2 months ago
Full-time • Entry Level
Remote • Harrisburg, PA
501-1,000 employees
Credit Intermediation and Related Activities
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A great banking experience starts with a great team! Mid Penn Bank is actively seeking a Call Center Representative to join our team in Harrisburg, PA. We believe that our ongoing success depends upon a skilled, satisfied, and valued work force. As a member of our team, you can expect opportunities to develop your skills to help you excel in your role and achieve your professional career goals. We offer a comprehensive range of flexible benefits to support your personal and financial well-being. Our inclusive culture encourages all employees to share ideas, collaborate, and contribute to the values that make us a winning team for our customers, shareholders, and communities. Position Overview - 100% On Site, Monday - Friday 8:30am-5:00pm in Harrisburg, PA.

  • Assists customers, vendors, prospects or other members of the public calling one of Mid Penn's specially designated customer-service telephone numbers.
  • Recognizes needs and offers viable solutions of products and services to enhance customer relationships and experiences.
  • Provides referrals to other departments or individuals as applicable.
  • Provides support to the daily operation of the call center, ensuring efficiency and a high customer service level.
  • Communicates and interfaces with other departments and management personnel as required by efforts to ensure the highest level of service or problem resolution for callers.
  • Assists Operations Department on other operational tasks, including wire transfer call back procedures, processing of loan payments, internet password resets, debit card activations, and approved debit card limit increases.
  • May perform assisted transactions to support customers with inquiries in an interactive environment using video and telecommunication equipment, specifically Interactive Teller Machines (ITM).
  • Interacts with customers cashing checks to review check negotiability, proper identification and determine if transaction can be completed.
  • Assists customers with routine teller machine transactions such as cash and check deposits, cash withdrawals, transfers, loan payments and account balance inquiries.
  • Maintains customer confidentiality and recognizes Red Flag indicators and acts accordingly.
  • Ensures work tasks and activities are completed in compliance with company policies and industry regulations.
  • Prints and mails documents, statement, and other notices.
  • Sends and responds to email notifications for various purposes including, but not limited to, card limit increases, customer identification/verification, mobile deposit status, etc.
  • Responds to voicemails.
  • Assists with various customer requests and activities, including, but not limited to, card limit increases, travel notifications, password resets, unlocking user profiles (consumer and business), online banking enrollment, address changes, payoff requests, Telebanker PIN resets, stop payments, ACH revocations, card activations, software activation, etc.
  • Opens/closes teller drawer in Integrated Teller daily - buy/sell cash drawer.
  • Makes use of the company's Customer Relationship Management system to record customer interactions, helps build trend patterns, or refers complex issues requiring additional follow-up to the appropriate person or department.
  • A high school diploma or equivalent.
  • A minimum of one (1) year of experience in a retail banking environment or customer service Call Center experience preferred.
  • Intermittent rotating weekend hours required.
  • Employee must have the ability to work from home occasionally, for business needs or for business continuity testing, using a personal mobile or home phone and basic computer with Wi-Fi.
  • Regular and predictable attendance is required.
  • Medical plans with prescription drug coverage
  • Flexible spending account
  • Dental and vision insurance
  • Life insurance
  • 401(k) program with employer match
  • Employee stock purchase plan
  • Paid time off
  • Paid holidays
  • Disability insurance coverage
  • Parental leave
  • Employee assistance program
  • Tuition reimbursement
  • Mentorship programs
  • Individualized development and career counseling
  • Participation in Mid Penn University courses and development programs
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