Contact Center Representative

unibank•Whitinsville, MA

9h•$20 - $23

About The Position

Assists customers and Retail branch staff with questions or issues regarding UniPay, UniBank eChannels, deposit and loan accounts received via phone and/or written correspondence. Assists customers with any technical issues and uses a variety of systems for tracking, information gathering, and/or troubleshooting.

Requirements

HS Diploma or equivalent required; College degree preferred.
Knowledge of customer service practices and technology highly preferred
1-3 years of experience in a call center environment
Previous banking industry experience required.
Superior listening, verbal, and written communication skills
Ability to handle stressful situation appropriately.
Intermediate to advanced skills in Microsoft Office.
Must be able to work without direct supervision, solve problems, perform under stressful conditions, use internet for research.
Manage multiple priorities and adapt to change within a fast-paced business environment.
Must have excellent oral, written, interpersonal, math and computer skills.

Nice To Haves

Bilingual a plus

Responsibilities

Exceeds customers’ service and sales expectations in an inbound/outbound call center environment.
Assist Retail branch staff through the “Branch Hotline”. Assist branch staff with routine system navigation, reviewing procedures and assist with creative solutions to solve customer concerns. Provide support for our, eChannels, online resources and expediting approval requests. At times customers transferred from the branch staff.
Researches and resolves complaints to ensure customer retention and satisfaction.
Accurately complete online account transactions such as hot card debit cards, telephone fund transfers, travel notes.
Complete maintenance and service requests from customers; including follow-up and contact back with customer’s resolution.
Maintain an understanding of UniBank products and services, procedure, policies and appropriate regulatory issues in relation to deposit and transaction accounts.
Stay current with new marketing campaigns and environmental impacts. Cross-sell all consumer products and services.
Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objection.
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
Meet Quality Assurance and cross-sell requirements and other key performance metrics with a strong attention to meeting daily service levels with accuracy.
Provides branch teller and switchboard coverage as needed.