Contact Center Specialist

Southern Michigan Bank & Trust•Coldwater, MI

About The Position

The Contact Center Specialist supports customer contact and performs processing, balancing, monitoring, research, and reporting duties within the Operations Department. The department has three functional areas, and cross-training across those areas is required to promote efficiency, consistency, and knowledge. The role handles customer inquiries through calls, chats, and email; assists customers with banking services; researches and resolves issues; and completes account and document processing tasks. The position requires confidentiality, professionalism, sound judgment, and a strong customer-service approach. Other duties may be assigned.

Requirements

High school diploma or equivalent.
Basic computer experience, including Microsoft Word, Excel, and database knowledge, as well as proficient typing skills.
Excellent verbal and written communication skills, including composing original correspondence and exchanging 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 follow verbal and written instructions and handle standardized and unique situations using common-sense understanding.
Interpersonal and problem-solving skills, with a positive, helpful approach toward internal and external customers.
Ability to work beyond normal job duties when circumstances require.
Ability to handle highly confidential information professionally.
Ability to perform each essential duty satisfactorily while maintaining confidentiality and professionalism.

Nice To Haves

General banking experience.
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.
Build customer relationships by providing exceptional service and following communication scripts and procedures.
Handle customer inquiries by phone and in writing, verify customer identity according to bank policy, and use active listening to clarify customer needs.
Route calls to appropriate resources, research information using available resources, and provide product and service information.
Identify opportunities to offer additional products or services and follow up with customers when necessary.
Resolve customer complaints and escalate unresolved or priority issues to appropriate personnel in a timely manner.
Maintain job knowledge by participating in educational opportunities and actively using bank products to improve 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 customers with basic teller functions via 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 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 mobile deposit checks and approve or reject them.