Call Center Representative

River City Bank•Sacramento, CA

12d•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. Candidates for this role must reside in the Sacramento, CA area. Essential Functions 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.

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 1 year 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

Responds to and resolves routine telephone calls from clients and bank employees concerning client accounts and client account-related services.
Maintains knowledge of Bank products and services to seek opportunities to attract, retain and expand client relationships.
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.
Follows the Bank’s Information Security policies and procedures.
Obtains/monitors bank account documentation.
Promotes 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.