CONTACT CENTER AGENT

The First National Bank of Fort Smith•Fort Smith, AR

1d•Onsite

About The Position

The Contact Center is the primary point of contact for customers. As a Contact Center agent, you will identify and resolve customer issues or problems while handling both inbound and outbound customer communications in a friendly and courteous manner. The agent will maintain a working knowledge of the organization, products, services, policies, and computer systems.

Requirements

Ability to perform work accurately and thoroughly, with minimal errors.
Ability to actively attend to, convey, and understand the comments and questions of others.
Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
Ability to pay attention to the minute details of a project or task.
Ability to communicate effectively with others using the spoken word. Strong communication skills must be used through a variety of communication channels.
Ability to deal with others in an antagonistic situation.
Ability to take care of the customers’ needs while following company procedures.
Ability to make critical decisions while following company procedures.
Ability to exhibit a cheerful demeanor toward others.
Ability to act calmly under stress and strain, and of not being hasty or impetuous.
Ability to find a solution for or to deal proactively with work-related problems.
Ability to design and conduct a systematic, objective, and critical investigation.
Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
Ability to complete assigned tasks under stressful situations.
Demonstrate a team player mentality.
High School Graduate or General Education Degree (GED)
One year customer service experience required.
Knowledge of Microsoft Word, Email, Internet & PC Skills.
Strong communication skills

Nice To Haves

Banking experience preferred
Bilingual preferred

Responsibilities

Give exceptional customer service by displaying sincere, outgoing, and friendly service when processing internal and external customer needs.
Offer additional services to customers by recognizing opportunities and educating customers about services, product enhancements, or new products.
Answer telephone inquiries with proper telephone etiquette, account and customer verification techniques, while utilizing multiple banking systems.
Confer with customers by telephone, email and secure messaging channels, or in person to provide information about products and services, process requests, provide support, maintenance accounts, or resolve complaints.
Maintain thorough knowledge of all bank products and services ensuring customer receives accurate information.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Work with and/or refer unresolved customer grievances to designated departments for further investigation.
Promote professionalism and maintain a high level of cooperation with colleagues to ensure efficient and accurate service and operations.
Conduct follow-up calls with customers in a timely manner on items not able to be resolved on initial call.
Listen to, clarify, and patiently resolve complaints.
File and maintain records.
Transmit information or documents to customers, using computer, mail, or fax machine.
Attend frequent training to stay informed of changes in systems, processes, and procedures.
Demonstrate the ability to multi-task and manage changing job demands.