Contact Center Specialist

Southern Michigan Bank & Trust•Coldwater, MI

About The Position

The Contact Center Specialist assists with customer contact and performs processing, balancing, monitoring, researching, and reporting duties within the Operations Department. The department has three functional areas, and cross-training across those areas is required to support efficiency, consistency, and knowledge. The role handles customer inquiries through calls, chats, and email; supports customers using bank products and services; and completes a range of account, document, check, and reporting tasks. The employee must perform duties satisfactorily while maintaining confidentiality and professionalism. Other duties 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 composing original correspondence and exchanging information with customers, clients, and coworkers.
Excellent customer service skills, including the ability to interpret customer needs and resolve problems effectively.
Basic math skills, including calculating fractions, decimals, and percentages.
Ability to follow verbal and written instructions and handle both standardized and unique situations using common-sense judgment.
Interpersonal and problem-solving skills, with a positive, helpful approach to internal and external customer service and willingness to work beyond normal duties as situations require.
Ability to handle highly confidential information professionally.
Ability to solve practical problems involving limited standardization and interpret written, oral, diagrammed, or scheduled instructions.
Ability to perform the listed essential duties satisfactorily, with reasonable accommodation as 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 follow communication scripts and procedures.
Build customer relationships by providing exceptional service, identifying customer needs, researching information, and providing product and service information.
Verify customer identity in accordance with bank policy; route calls to appropriate resources and escalate unresolved or priority issues as needed.
Follow up on customer calls when necessary and manage and resolve customer complaints.
Participate in educational opportunities, actively use bank products to improve product knowledge, and maintain required databases and customer records.
Enter customer information into bank systems and forms, and report equipment malfunctions while following established procedures to keep equipment operational.
Assist Personal Teller Machine (PTM) customers with basic teller functions via webcam, including deposits, withdrawals, transfers, loan payments, and check cashing.
Identify and appropriately process required holds on checks.
Complete responses to verification requests and monitor reports for required account withdrawal signatures.
Review file maintenance documentation and obtain missing documentation as needed.
Scan physical documents for optical safekeeping and verify correct filing before physical documents are purged.
Review and approve or reject checks submitted through mobile deposit.
Cross-train across the Operations Department's three functional areas and perform other assigned duties.