Contact Center Specialist I
About The Position
Across Minnesota and Wisconsin, National Bank of Commerce is making a difference in the financial lives of the people, communities, and businesses we serve. We exist to help our customers accomplish more than they could on their own. Join our creative and accomplished professional team to help us make more possible. As the first point of contact for customers, the Contact Center Specialist I plays a key role in creating a positive, efficient, and welcoming banking experience. This position is responsible for answering incoming calls, verifying customer identities, assessing needs, and providing warm transfers to the appropriate associates or departments. This role also supports customer education by promoting online banking and payment resources, resolving customer concerns with professionalism and empathy, and ensuring timely follow-up to meet service expectations. The Contact Center Specialist I utilizes multiple software systems to accurately document interactions, maintains compliance with bank policies and regulatory requirements, and develops a strong understanding of the bank’s products, services, and financial systems. Success in this role requires excellent communication skills, attention to detail, a commitment to customer service, and the ability to perform responsibilities accurately and efficiently while contributing to a team-oriented environment.
Requirements
- High school diploma or equivalent required
- One year of retail sales or comparable experience required
- Demonstrated career progression, initiative, professionalism, and sales success
- Strong interpersonal skills with the ability to build rapport and provide exceptional customer service over the phone
- Friendly, professional, and customer-focused demeanor
- Ability to multitask and remain focused in a fast-paced environment
- Adaptable to changing processes and priorities
- Excellent telephone communication and active listening skills
- Ability to initiate sales conversations and remain resilient in the face of rejection
- Strong organizational, time management, written, and verbal communication skills
- Reliable transportation
- Commitment to NBC's core values of Respect, Integrity, Teamwork, and Accountability
Nice To Haves
- Bilingual (English/Spanish) strongly preferred
- Financial services experience preferred
Responsibilities
- Answering incoming calls
- Verifying customer identities
- Assessing customer needs
- Providing warm transfers to the appropriate associates or departments
- Supporting customer education by promoting online banking and payment resources
- Resolving customer concerns with professionalism and empathy
- Ensuring timely follow-up to meet service expectations
- Utilizing multiple software systems to accurately document interactions
- Maintaining compliance with bank policies and regulatory requirements
- Developing a strong understanding of the bank’s products, services, and financial systems
Benefits
- health, dental, and vision plan for you, your spouse, and eligible children
- Health Savings Account (HSA) contribution (including employer contributions)
- flexible spending accounts
- 401(k) plan with a generous match
- paid time off program
- paid holidays & floating holidays
- volunteer time off program
- employer paid life insurance
- voluntary life plans
- short-term disability insurance
- long-term disability insurance
- health and wellness incentive
- employee assistance program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
