Contact Center Specialist

Southern Michigan Bank & Trust•Coldwater, MI

9d•Onsite

About The Position

This position assists with all aspects of customer contact along with processing, balancing, monitoring, researching, and reporting of all duties and responsibilities within the Contact Center of the Operations Department. The Operations department consists of 3 areas with defined functions. Cross training is required across areas to increase efficiency, consistency, and knowledge. All other duties and responsibilities as assigned.

Requirements

High School Diploma or equivalent.
General banking or contact center experience preferred.
Basic computer experience including Microsoft Word, Excel, and database knowledge along with proficient typing skills.
Excellent verbal and written communication skills, including the ability to effectively compose original correspondence and verbally exchange information with customers, clients, and other employees of the organization.
Excellent customer service skills including the ability to interpret the needs of customers and effectively resolve any problems to ensure complete satisfaction.
Basic math skills, including the ability to calculate fractions, decimals, and percentages
Ability to apply common sense understanding to carry out verbal and written instructions and deal with standardized and unique situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Maintain confidentiality and professionalism.
Deal with internal as well as external customers, in a positive, “Quality Customer Service” manner.
An open, willing to assist approach to work is expected along with the ability to work beyond their normal job duties as the situation requires.
Interpersonal and problem-solving skills are required.
This position will have access to highly confidential information that must be handled in a professional manner.

Responsibilities

Answer customer inquiries and questions, handle complaints, troubleshoot problems and provide information for all incoming customer calls, chats, and emails
Manage large amounts of inbound and outbound calls in a timely manner
Build sustainable relationships and engage customers by offering exceptional customer service
Follow communication scripts and procedures
Handle customer inquiries both telephonically and in writing
Verify customer identity per bank policy
Identify and clarify customers’ needs using active listening
Route calls to appropriate resources when necessary
Research required information using available resources
Provide customers with product and service information and seize opportunities to offer additional products or services when they arise
Follow up on customers calls when necessary
Manage and resolve customer complaints
Identify and escalate unresolved or priority issues to appropriate personnel in a timely manner
Update job knowledge by participating in educational opportunities
Actively use bank products to improve knowledge and performance level
Maintain required databases by entering information
Enter customer information into bank systems and forms
Keep equipment operational by following established procedures and reporting malfunctions
Assist Personal Teller Machine (PTM) customers with basic teller functions via webcam including deposits, withdrawals, transfers, loan payments, and cashing checks
Verify customer identity per bank policy
Identify when holds must be placed on checks and process them appropriately
Fill in and provide responses to verification requests
Monitor reports for appropriate account withdrawal signatures when required
Review submitted file maintenance documentation
Gather missing documentation as needed
Scan physical documents for optical safekeeping
Review scanned documents for correct filing prior to purge of physical document
Review and approve or reject checks presented through mobile deposit
Identify when holds must be placed on checks and process them appropriately