CONTACT CENTER SPECIALIST

Southern Michigan Bank & Trust•Coldwater, MI

About The Position

The Contact Center Specialist assists with customer contact and processes, balances, monitors, researches, and reports on duties within the Contact Center of the Operations Department. The department has three functional areas, and cross-training across these areas is required to improve efficiency, consistency, and knowledge. Other duties may be assigned. The role handles customer inquiries and issues across phone, chat, and email, and performs bank operations tasks including assisting Personal Teller Machine (PTM) customers by webcam, reviewing check deposits and account documentation, processing holds, and maintaining records. The position requires confidentiality, professionalism, customer service, communication, interpersonal, and problem-solving skills. It has no supervisory responsibilities.

Requirements

High school diploma or equivalent.
Basic computer experience, including Microsoft Word, Excel, and database knowledge, and proficient typing skills.
Excellent verbal and written communication skills, including the ability to compose original correspondence and exchange information effectively with customers, clients, and coworkers.
Excellent customer service skills, including the ability to interpret customer needs and resolve problems to ensure satisfaction.
Basic math skills, including calculating fractions, decimals, and percentages.
Ability to apply common-sense understanding to verbal and written instructions and handle standardized and unique situations.
Ability to solve practical problems in situations with limited standardization and interpret written, oral, diagram, or schedule-based instructions.
Interpersonal and problem-solving skills, a positive and willing-to-assist approach, and ability to work beyond normal duties when needed.
Ability to maintain confidentiality and professionalism when handling highly confidential information.
Ability to perform the essential duties satisfactorily, with reasonable accommodation where applicable.

Nice To Haves

General banking or contact center experience.

Responsibilities

Answer customer inquiries; handle complaints, troubleshoot problems, and provide information through incoming calls, chats, and emails.
Manage inbound and outbound calls in a timely manner and handle inquiries by phone and in writing.
Build customer relationships through exceptional service; follow communication scripts and procedures.
Verify customer identity according to bank policy and use active listening to identify and clarify customer needs.
Route calls to appropriate resources and research information using available resources.
Provide product and service information and offer additional products or services when appropriate.
Follow up on customer calls when necessary; resolve complaints and escalate unresolved or priority issues promptly.
Maintain job knowledge through educational opportunities and actively use bank products to improve product knowledge and performance.
Maintain databases and enter customer information into bank systems and forms.
Keep equipment operational by following procedures and reporting malfunctions.
Assist PTM customers with basic teller functions by webcam, including deposits, withdrawals, transfers, loan payments, and check cashing.
Identify when check holds are required and process them appropriately.
Complete and respond to verification requests.
Monitor reports for required account withdrawal signatures.
Review submitted file maintenance documentation and gather missing documentation as needed.
Scan physical documents for optical safekeeping and review scanned documents for correct filing before physical documents are purged.
Review mobile deposit checks and approve or reject them.