Contact Center Agent

Richwood Bank•Richwood, OH

7d•Onsite

About The Position

At Richwood Bank, our purpose is to inspire, protect, and celebrate anything that makes communities thrive. We have flipped the switch on traditional banking, yet we have always aimed to provide the very best customer experience, contribute to the greater good of our local communities, and make every effort to be the best employer in the area with a company culture that works hard to develop, recognize, and award its team members. The Contact Center Agent position is very important and valued because you will be educating and assisting our most valuable asset - our customer - in a new and challenging way. Our Contact Center Agents must be highly skilled and possess knowledge touching all areas of Richwood Bank. Richwood Bank prides itself on unique culture and all team members should be active and engaged participants.

Requirements

Excellent customer service skills
The ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with bank exposure to loss and fraud
Strong Problem-solving skills
Mathematical skills
In-depth knowledge of our bank products and services
Work well under pressure and in a fast-paced environment
Ability to identify opportunity to educate customers of more products and services that may fit their needs (cross promotion)
Strong communication skills
High degree of accuracy
Detailed and organized
Maintain confidentiality at all times
Maintain a positive can-do attitude towards your team and customers
Knowledge of various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Biley Act, Regulation E and teller roles and responsibilities relating to each act
Punctual
Driven to succeed and open minded to learn more about new technology within our industry
Accurate typing skills; basic computer skills, including the use of word processing, spreadsheet software applications, and e-mail
High School Diploma or GED required
One year banking required

Nice To Haves

college preferred

Responsibilities

Greets customers by phone and chat pleasantly and effectively
Educates customers how to gain the most potential from the current services they have, and recognize opportunities to cross promote more products and services that will benefit their life goals
Demonstrates knowledge of all accounts, products and services offered
Supports customers with all account and service needs that are capable via phone or chat
Sets appointments with customers who may need to be physically present for banking needs
Communicates with teams and branches of appointments or customer follow up needs
Stays current on rates for CDs, savings IRAs and interest-bearing checking
Listens to customer needs and recommend the best solutions to help them succeed
Assists team with miscellaneous office support as needed and when time allows
Ensures work completed is accurate and appropriate. Verifies and validates all data to confirm accuracy and reliability. Paying close attention to details of all information received and entered.