BankOnBuffalo, Contact Center Agent

CNB Financial Corporation•Clarence Center, NY

18h•Onsite

About The Position

A Contact Center Agent is responsible for providing exceptional customer service for CNB’s Family of Banks and support to clients through calls, live chats, and text messages. This includes assisting with transactions, troubleshooting issues, and answering inquiries. This position operates in a professional office environment with considerable time spent at a desk using office equipment such as computers, phones, and printers. Noise level is moderate with constant communication and interactions with others. Ability to travel on occasion to all market areas and attend seminars or training sessions offsite. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or general education degree (GED) is required.
Related contact center experience.
Ability to read, comprehend, and interpret documents.
Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization.
Ability to communicate with clients directly and effectively.
Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use.
Prior experience or the ability to learn core transaction system, including eBanking, various software/hardware, contact center chat/email technology, debit card system, statement processing system, and any other computer programs pertinent to performing job duties.
Ability to add, subtract, multiply, and divide in all units of measure.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to solve challenging problems involving several variables in a standardized situation.
Background screening will be conducted.

Nice To Haves

Consistently demonstrate Level I and II responsibilities.
Takes the lead and manages more complex client interactions, e.g., fraud cases, wires, and escalated client interactions.
Knowledgeable and trained to willingly assist in supporting the ITM Department responsibilities, e.g., ITM transactions, contact center emails, and online/mobile banking messages, as needed/assigned by CC Assistant Manager or CC Manager.
Consistently demonstrate being solutions-oriented and all ten Core Values daily.
Strong source of knowledge for ongoing changes to policies & procedures.
Consistently demonstrates “good” and/or “very good” on performance appraisal ratings.
Successfully masters personalized service to clients by means of client contact center calls, live chats, and text messages, and all other relevant banking systems, with little to no assistance.
Supports CC Agent I coworkers with on-demand, real-time support post-training and ongoing expertise in the absence of a Senior CC Agent, CC Assistant Manager, or CC Manager.
Strong source of knowledge on all divisional products and services.
Consistent in attendance and punctuality, according to the monthly schedule.

Responsibilities

Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services.
Accurately assist clients with various transactions and account inquiries, ensuring accuracy and efficiency through calls, live chats, and text messages.
Diagnose and provide support in solving technical problems clients may encounter with the call, live chat, or texting platform.
Ensure each interaction is positive and personalized, making clients feel valued and understood.
Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency.
Adhere to all bank policies and procedures and ensure the adherence of bank policies and procedures.
Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role.

Benefits

Medical, Dental, Vision & Life Insurance
401K with company match
Paid Time Off & Recognized Holidays
Leave policies
Voluntary Benefit Options (Life, Accident, Critical Illness, Hospital Indemnity & Pet)
Employee Assistance Program
Employee Health & Wellness Program
Special Loan and Deposit Rates
Gradifi Student Loan Paydown Plan
Rewards & Recognition Programs and much more!