Contact Center Representative

Dart Bank•Holt, MI

3d•Onsite

About The Position

The Contact Center Representative performs a wide variety of functions in a fast-paced contact center while engaging with customers by telephone, interactive video, web chat, secure mail, and online banking. The role provides prompt, efficient, and exceptional customer service, builds customer relationships by understanding individual needs, and uses knowledge of bank products and services to offer appropriate solutions, referrals, and sales opportunities. The position is based at the Delhi Office in Holt, Michigan, and is full-time on the day shift. The representative processes transactions in a digital, non-traditional teller environment, supports new and existing customers across digital channels, phone, and email, and resolves customer issues professionally. The role also responds to general inbox and online banking chat inquiries, identifies broader customer needs, recommends relevant products and services, and works toward monthly sales goals. The position reports to the Contact Center Manager and does not supervise others. Dart Bank is a community bank that has served its community since 1925, offering personal and business banking, loans, credit processing, investment services, and other financial services. The bank states that it supports flexible work arrangements when they align with business and position requirements. Remote or hybrid employees must have a modern smartphone for company authentication and communications, and a suitable workspace with reliable high-speed internet. The job description identifies this role's location as the Delhi Office; it does not specify a remote or hybrid arrangement for this position.

Requirements

High school diploma or equivalent.
Demonstrated experience providing professional and responsive customer service.
Strong written and verbal communication skills.
Ability to communicate with customers in a warm, empathetic, and professional manner.
Ability to perform simple arithmetic operations.
Strong active listening skills and ability to understand and address customer needs in a fast-paced environment.
Ability to quickly learn and adapt to new technologies and processes.
Ability to communicate professionally and effectively through video conferencing.

Nice To Haves

One year of banking experience preferred.

Responsibilities

Process withdrawals, deposits, payments, and other transactions in a non-traditional teller environment using digital interaction tools.
Support and service new and existing customers through digital interaction, phone calls, and email, providing a consistent, prompt, and professional customer experience.
Answer incoming calls to the bank and transfer callers to other departments or employees only when necessary.
Resolve customer issues efficiently and professionally using knowledge of bank products, services, and software.
Proactively identify and recommend additional ways to connect with customers and provide exceptional service.
Identify customer needs beyond the initial inquiry and recommend relevant bank products and services.
Attain monthly sales goals.
Monitor and respond to inquiries in the bank’s general email inbox in a timely and professional manner.
Provide timely and professional assistance to customers through online banking chat.
Adhere to applicable federal and state laws and regulations, including the Bank Secrecy Act.
Perform other duties as assigned.