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 Operations Department. The department has three areas with defined functions, and cross-training across areas is required to support efficiency, consistency, and knowledge. The role handles customer inquiries across calls, chats, and email; provides customer service and product information; and performs banking operations support, including PTM assistance, check and account documentation reviews, and mobile deposit decisions. The position requires confidentiality, professionalism, sound judgment, and the ability to assist internal and external customers. Other duties and responsibilities may be assigned.

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 the ability to calculate fractions, decimals, and percentages.
Ability to apply common-sense understanding to verbal and written instructions and handle standardized and unique situations.
Ability to maintain confidentiality and professionalism.
Interpersonal and problem-solving skills, a positive and willing-to-assist approach, and the ability to work beyond normal job duties as situations require.
Ability to solve practical problems involving concrete variables and limited standardization, and interpret written, oral, diagrammatic, or schedule-based instructions.

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 telephone and in writing.
Build customer relationships by providing exceptional service and identifying opportunities to offer additional products or services.
Follow communication scripts and procedures and verify customer identity according to bank policy.
Identify customer needs through active listening, research information using available resources, and route calls to appropriate resources when necessary.
Follow up on customer calls when necessary and resolve complaints, escalating unresolved or priority issues to appropriate personnel promptly.
Maintain job knowledge by participating in educational opportunities and actively using 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 Personal Teller Machine (PTM) customers with basic teller functions via webcam, including deposits, withdrawals, transfers, loan payments, and check cashing.
Identify when holds must be placed on checks and process them appropriately.
Complete verification requests and monitor reports for appropriate account withdrawal signatures when required.
Review submitted file maintenance documentation and gather missing documentation as needed.
Scan physical documents for optical safekeeping and verify scanned documents are filed correctly before physical documents are purged.
Review checks submitted through mobile deposit and approve or reject them.
Cross-train across the Operations Department's three areas and perform other duties as assigned.