CALL CENTER

Whitaker Bank Corp of Kentucky • Lexington, KY

1d • Onsite

About The Position

The position of a Call Center Representative is responsible for answering calls from customers, addressing their questions or concerns related to their accounts, and referring them to appropriate staff for specific services. The role requires full knowledge and skill in customer service, checking and savings accounts, debit card transactions, and online banking. The representative must also ensure compliance with all Bank policies and procedures, as well as 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 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.
• Assist consumer and business customers with questions about accounts, products, and financial services, presenting cross-sell opportunities using professional sales techniques.
• Investigate and correct errors, and resolve problems or other issues if the queue is not overloaded; otherwise, transfer the call to the correct personnel.
• Demonstrate knowledge of and adherence to EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a working environment free of harassment; build a diverse workforce and support affirmative action.
• Conduct oneself professionally as a bank representative at work and in public.
• Follow policies and procedures; complete administrative tasks correctly and on time; support the Bank’s goals and values; benefit the bank through outside activities.
• Perform the position safely, without endangering the health or safety to themselves or others, and report potentially unsafe conditions. Comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to the OSHA Act of 1970.
• Perform 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