CALL CENTER

Whitaker Bank Corp of Kentucky • Lexington, KY

3h

About The Position

The position of a Call Center Representative is responsible for answering calls from customers answering questions or addressing concerns they may have related to their accounts. They may refer customers to appropriate staff for specific services. The position of a Call Center Representative also is required to be fully knowledgeable and skilled in the areas of customer service, checking and savings accounts, debit card transactions and online banking.

Assures compliance with all Bank policies and procedures, as well as, all applicable state and federal banking regulations.

Requirements

• High school diploma or general education degree (GED); or 1 year of related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a financial institution operations, sales or customer service background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
• Intermediate experience, knowledge and training in branch operation activities, terminology and products and services relating to retail and commercial account customers.
• Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system; and word processing, spreadsheet and account opening software programs.
• Intermediate typing skills to meet production needs of the position.
• Basic knowledge of general office practices.
• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.
• Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.
• Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations.
• Effective organizational and time management skills.
• Ability to work with general supervision while performing duties.
• Current Kentucky driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Responsibilities

• Answer calls promptly as they come in, and answer calls in the queue.
• Assists consumer and business customers in their questions about accounts, products and financial services available from the Bank; ensures cross-sell opportunities are presented by applying professional sales techniques.
• Investigates and corrects errors; and resolves problems or other issues if the queue is not overloaded. Otherwise transfer the call to the correct personnel.
• Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
• You are to conduct yourself professionally and as a bank representative while at work and in public.
• Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the bank through outside activities.
• Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.
• Performs duties specific to the position and other functions as assigned.
• Assist in the cross-training of less experienced branch staff members.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED