Call Center Representative

Mid Penn Bank - Pottsville, PA

Full-time - Entry Level

Remote - Pottsville, PA

Credit Intermediation and Related Activities

About the position

A great banking experience starts with a great team! Mid Penn Bank is actively seeking a Call Center Representative to join our team. We believe that our ongoing success depends upon a skilled, satisfied, and valued work force. As a member of our team, you can expect opportunities to develop your skills to help you excel in your role and achieve your professional career goals. We offer a comprehensive range of flexible benefits to support your personal and financial well-being. Our inclusive culture encourages all employees to share ideas, collaborate, and contribute to the values that make us a winning team for our customers, shareholders, and communities. We are committed to diversity, equity, and inclusion. People from underrepresented communities, Veterans, individuals with disabilities, and bilingual candidates are strongly encouraged to apply. The Call Center Representative is responsible for providing customer service of the highest caliber to persons external to the company by recognizing needs and providing appropriate solutions. The Representative will partner with other internal departments to ensure customer needs are met and any issues are resolved timely. This individual will also assist with a variety of operational tasks, crucial for the success of the Operations Department. The Call Center Representative will coordinate work within the department and with other departments to ensure delivery of superior quality service to customers.

Responsibilities

• Assists customers, vendors, prospects or other members of the public calling one of Mid Penn's specially designated customer-service telephone numbers.
• Recognizes needs and offers viable solutions of products and services to enhance customer relationships and experiences.
• Provides support to the daily operation of the call center, ensuring efficiency and a high customer service level.
• Communicates and interfaces with other departments and management personnel as required by efforts to ensure the highest level of service or problem resolution for callers.
• Assists Operations Department on other operational tasks, including wire transfer call back procedures, processing of loan payments, internet password resets, debit card activations, and approved debit card limit increases.
• May perform assisted transactions to support customers with inquiries in an interactive environment using video and telecommunication equipment, specifically Interactive Teller Machines (ITM).
• Assists customers with routine teller machine transactions such as cash and check deposits, cash withdrawals, transfers, loan payments and account balance inquiries.
• Maintains customer confidentiality and recognizes Red Flag indicators and acts accordingly.
• Assists customers who have been victims of fraud by addressing their concerns and providing guidance on how to protect their accounts.
• Prints and mails documents, statement, and other notices.
• Sends and responds to email notifications for various purposes including, but not limited to, card limit increases, customer identification/verification, mobile deposit status, etc.
• Responds to voicemails.
• Assists with various customer requests and activities, including, but not limited to, card limit increases, travel notifications, password resets, unlocking user profiles (consumer and business), online banking enrollment, address changes, payoff requests, Telebanker PIN resets, stop payments, ACH revocations, card activations, software activation, etc.
• Opens/closes teller drawer in Integrated Teller daily - buy/sell cash drawer.
• Makes use of the company's Customer Relationship Management system to record customer interactions, helps build trend patterns, or refers complex issues requiring additional follow-up to the appropriate person or department.
• Ensures work tasks and activities are completed in compliance with company policies and industry regulations.

Requirements

• A high school diploma or equivalent.
• A minimum of one (1) year of experience in a retail banking environment or customer service Call Center experience preferred.
• Intermittent rotating weekend hours required.
• Employee must have the ability to work from home occasionally, for business needs or for business continuity testing, using a personal mobile or home phone and basic computer with Wi-Fi.
• Regular and predictable attendance is required.

Benefits

• Competitive wages
• Great incentives
• Flexible benefits to support personal and financial well-being