Call Center Representative

River City Bank • Sacramento, CA

5d • Onsite

About The Position

Responds to and resolves routine telephone calls from clients and bank employees concerning client accounts and client account-related services in accordance with established policies, procedures and service quality standards. Maintains knowledge of Bank products and services to seek opportunities to attract, retain and expand client relationships.

Requirements

• Associates degree or equivalent required, or combination of education and experience.
• Minimum 1 year of customer service, bank operations, regulatory and security experience.
• Customer focus and service experience.
• High School Diploma or General Education Degree (GED).
• Minimum 1year call center or banking related experience.
• Advanced keyboarding skills.
• Ability to work under pressure; multitasking.
• Ability to take initiative.
• Ability to exercise good judgment.
• Excellent verbal communication, listening, phone and people skills.
• Data entry and attention to detail.

Responsibilities

• Maintains knowledge of Bank products and services in order to responds to client phone inquiries.
• Interprets and explains bank charges, policies, procedures, special programs, rates and initiates appropriate transactions to satisfy client requests.
• Resolves routine client service issues in a timely manner. Reviews issues, performs research, and initiates resolutions within established guidelines.
• Informs clients on cause of problems and explains corrective actions being taken.
• Advises management of irregular or recurring problems and suggests improvements to improve the service provided by the call center.
• Follows established bank policies, procedures, and guidelines for transaction processing and client service.
• Protects the bank’s assets/income and maintains the confidentiality of client information.
• Responsible for following (or adhering) to the Bank’s Information Security policies and procedures.
• Obtains/monitors bank account documentation.
• Responsible for promoting the bank’s philosophy of excellent client service.
• Supports the Community Reinvestment Act through participation in community organizations.
• Maintains current knowledge of bank regulations. Ensures compliance with all Federal, State and Bank policies, procedures and regulations.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees