Contact Center Specialist

First Bank & Trust•Brookings, SD

About The Position

This person is responsible for responding to incoming telephone calls from customers and bank employees concerning customer accounts and customer account - related service in conformance with policy, procedures , and service quality standards. This person acts as a support for all staff regarding bank operations areas or topics.

Requirements

This person should have an associate's degree plus two years of experience in a related field or the equivalent.
This person must display excellent oral and written communication skills and have the ability to work independently and as a team .
This person must have proven customer service , judgment , and organizational skills and m ust po ssess excellent computer skills .
This person should be able to work independently as well as collaboratively on a small team of less than 10 individuals.

Responsibilities

Respond to customer phone inquiries regarding a full range of customer transactions and banking products, services , and online banking.
Ensure customer confidentiality .
Seek opportunities to retain , expand , and attract customer relationships .
Assess customer needs and make recommendations regarding options available.
Adhere to established policies and procedures regarding appropriate resolution of customer complaints.
Demonstrate effective decision making in determining corrections, fee waivers , and refunds , and in appropriate methods/solutions to meet ing customers ’ needs.
Inform Management of irregular or recurring problems and suggest improvements to better the service provided by the Call Center.
Be r esponsible for promoting the b ank’s philosophy of excellent customer service.
Attend all meetings and any other required meetings and/or developmental training deemed necessary by the Call Center Supervisor .
Act in accordance with F BT policies and procedures as set forth in the employee handbook.
Adhere to compliance procedures and participate in required compliance training.