Call Center Specialist III
About The Position
Call Center Specialist III is a full-time, hourly, non-exempt, benefited position in F&M Bank’s Central Operations/Call Center department in Lodi, working Monday through Friday for 40 hours per week. The role handles a high volume of incoming calls and serves as a voice of the Bank to internal and external customers. Specialists provide prompt, professional service and assistance with simple to complex bank and account questions, recommend Bank products and services, and provide Debit Card and Online/Mobile Banking support, using additional department support as needed. The position also looks for cross-sale opportunities while delivering personalized solutions based on customer needs.
Requirements
- High school diploma or equivalent.
- One year or more of work experience within F&M Bank.
- Strong working knowledge of banking institution concepts, federal and state regulations, policies, and procedures.
- Superb written and verbal communication skills, with an emphasis on correct English grammar.
- Ability to use a multi-line telephone system and computer-based applications, including Microsoft Word, Excel, and Outlook.
- Ability to quickly learn and use new and updated system applications.
- Ability to multitask and a strong commitment to going the extra mile to serve customers.
- Dependable attendance and punctuality.
Nice To Haves
- College coursework or a college degree.
Responsibilities
- Respond promptly to incoming calls and assist customers with Bank- or account-related questions and problems.
- Provide Online/Mobile Banking and Debit Card support.
- Recommend Bank products and services and identify cross-sale opportunities.
- Listen actively, clarify or confirm information when needed, and provide timely, accurate answers and solutions.
- Build and maintain positive customer relationships and provide personalized service.
- Process transactions and proactively resolve customer problems.
- Meet assigned productivity targets and performance goals, including service quality, operational, and compliance commitments and deadlines.
- Maintain confidentiality, uphold high ethical standards, and exercise judgment, initiative, and tact in dealings with management, supervisors, staff, and the public.
- Receive and respond to feedback related to performance, call metrics, and call monitoring.
- Maintain dependable attendance and punctuality.
Benefits
- Benefited position
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
