Contact Center Specialist

Prevail Bank•Town of McMillan, WI

About The Position

The Contact Center Specialist is responsible for handling all forms of customer contact in a timely and professional manner. Responsibilities include identifying customers' needs, clarify information, research and provide solutions and/or alternatives to customer inquiries.

Requirements

High school diploma required
Three or more years of experience in call center or customer service role.
Must have a strong service delivery background, positive attitude with excellent customer service, and interpersonal skills.
Adaptability: Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.
Attention to Detail: Regard for important details to assure accuracy in every transaction performed; detect errors; follow through on corrections and details.
Change Management: Must embrace change and see change as opportunity. Must be willing to express and support management's ideas to affected staff.
Customer Orientation: Respond sensitively to the needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.
Oral/Written Communication: The ability to express thoughts and ideas in a clear and concise manner, both orally and in written form to a variety of audiences and to all levels of staff.
Professionalism: Project a positive image of the bank to all internal and external customers.
Time Management: Ability to effectively manage one’s time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks.
Team Player: Must view oneself as part of an overall team. This includes supporting others throughout the entire bank to achieve the overall goals of the bank.

Nice To Haves

Banking experience is preferred.

Responsibilities

Maintain expert knowledge of bank products/services/systems used by customers.
Maintain expert knowledge of bank programs/software to support all forms of customer contact.
Assisting customers with a variety of service and product needs including:
Providing account information
Deposit/withdrawal history
Loan payment amounts
Update customer information
General bank knowledge
Product knowledge and deposit rates
Online and mobile banking
Other electronic means of customer engagement
Promote the use of products/services (such as but not limited to mobile banking, phone banking, ITM’s, etc.)
Keep accurate all records of conversations with customers.
Perform other duties as required to fulfill the responsibilities of the position and provide backup support for all functional areas.
Follow procedures and policies that ensure compliance with not only Bank policies and procedures, but also all applicable federal and state banking regulatory agency policies.
Comply with bank standards for attendance and hours of work.
Perform all other duties as assigned.