Call Center Representative

Glacier Bancorp, Inc.•Yuma, AZ

18d

About The Position

Join one of the best banks in Arizona! Foothills Bank has been on the list of Top Companies to Work for in Arizona for 4 years in a row! Learn More About Our Recognitions! POSITION SUMMARY The ability to work in a fast-paced call center environment; able to multi-task while talking on the phone and entering data into the system to quickly assist a caller; must have excellent verbal skills. MAJOR DUTIES & RESPONSIBILITIES Assist customers in a call center environment via phone, chat, and emails by providing requested/necessary service or information and/or directing calls to appropriate department or person with the goal of one-call resolution. Able to engage customers in need-based conversations to effectively assist customers and create referrals and cross-selling opportunities. Work with multiple systems and applications to analyze and resolve a variety of complex technical issues, while providing a positive customer experience. Able to effectively troubleshoot online banking issues and concerns. Able to understand and refer bank products to better assist customer. Perform other duties as assigned. Comply with all applicable laws, regulations, policies, and procedures. Adhere to all security procedures and regulatory guidelines for the Bank Secrecy Act, Office of Foreign Assets Control and USA Patriot Act/Customer Identification Act (CIP). Maintain strict confidentiality of customer’s personal and financial information.

Requirements

Six months to one year of similar or related customer service experience.
A high school degree or GED is required.
Courtesy, tact, and diplomacy are essential elements of the job.
Communicate effectively both verbally and in writing with others in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
Demonstrate ability to work independently and as part of a team.
Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness.
Demonstrated knowledge, skill and experience in operation of: multi-line phone systems; IOS, Smartphone, Tablet, PC or Mac technology; PC software applications such as Windows, MS Internet Explorer, and Internet technology; operation of 10-key and proficient keyboarding skills.
Maintain strict confidentiality regarding any information obtained during the course of performing job duties; adhere to Bank policies and procedures regarding confidentiality.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. This includes sitting down for several hours while utilizing a headset to take phone calls continuously.
Must be able to work extended hours or travel off site whenever required or requested by management.
Must be capable of regular, reliable, and timely attendance.
Must be capable of climbing / descending stairs in an emergency situation.
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.
Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

Banking experience or basic understanding of banking terminology and/or prior call center experience is preferred.
Working knowledge of bank products and services is preferred.

Responsibilities

Assist customers in a call center environment via phone, chat, and emails by providing requested/necessary service or information and/or directing calls to appropriate department or person with the goal of one-call resolution.
Able to engage customers in need-based conversations to effectively assist customers and create referrals and cross-selling opportunities.
Work with multiple systems and applications to analyze and resolve a variety of complex technical issues, while providing a positive customer experience.
Able to effectively troubleshoot online banking issues and concerns.
Able to understand and refer bank products to better assist customer.
Perform other duties as assigned.
Comply with all applicable laws, regulations, policies, and procedures.
Adhere to all security procedures and regulatory guidelines for the Bank Secrecy Act, Office of Foreign Assets Control and USA Patriot Act/Customer Identification Act (CIP).
Maintain strict confidentiality of customer’s personal and financial information.