Contact Center Agent

Richwood Bank•Richwood, OH

About The Position

Richwood Bank is seeking a Contact Center Agent to educate and assist customers through phone and chat, helping them make the most of their current services and identifying additional products that may support their goals. Agents need knowledge across the bank’s accounts, products, and services and contribute to the bank’s customer experience and community-focused culture. The role also includes coordinating appointments and follow-ups with branches, monitoring rates, and providing office support as needed. Candidates are subject to background and credit checks; employment is contingent on results meeting company standards and applicable laws.

Requirements

High school diploma or GED required.
One year of banking experience required.
Excellent customer service skills.
Ability to prioritize and make on-the-spot decisions regarding customer transactions while balancing customer satisfaction with the bank’s exposure to loss and fraud.
Strong problem-solving and mathematical skills.
In-depth knowledge of bank products and services.
Ability to work under pressure in a fast-paced environment.
Ability to identify opportunities to educate customers about products and services that may fit their needs.
Strong communication skills.
High degree of accuracy; detailed and organized work habits.
Ability to maintain confidentiality at all times.
Positive, can-do attitude toward teammates and customers.
Knowledge of applicable federal regulations, including the Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, and Regulation E, as well as teller roles and responsibilities relating to these acts.
Punctuality.
Drive to succeed and openness to learning about new technology in the industry.
Accurate typing and basic computer skills, including word processing, spreadsheet software, and email.

Nice To Haves

College education preferred.

Responsibilities

Greet customers pleasantly and effectively by phone and chat.
Educate customers about their current services and identify opportunities to promote products and services that may benefit their goals.
Demonstrate knowledge of all accounts, products, and services offered by the bank.
Assist customers with account and service needs that can be handled by phone or chat.
Set appointments for customers who need to be physically present for banking needs.
Communicate appointment and customer follow-up needs to teams and branches.
Stay current on rates for CDs, savings IRAs, and interest-bearing checking.
Listen to customer needs and recommend suitable solutions.
Provide miscellaneous office support to the team as needed and when time allows.
Ensure completed work is accurate and appropriate by verifying and validating data and paying close attention to details.