Contact Center Specialist

SB Financial Group Inc.•Defiance, OH

About The Position

Join a high-performing, growing $1.5B community bank where people, purpose, and opportunity come together. At State Bank, we are building a supportive and collaborative culture grounded in integrity, innovation, and service—while continuing to invest in our people and the communities we serve. We welcome individuals who are eager to learn, take initiative, and grow their careers. Whether you are early in your professional journey or looking to build new skills, we provide hands-on training, mentoring, and clear development paths to help you succeed. Our approach recognizes effort and performance through meaningful financial rewards, including the opportunity to earn up to 30% of your annual wage in quarterly incentives. In addition, as you progress through our specially developed certification process, you can earn monetary increases of up to 12% as you advance to higher levels within the role. We are committed to helping you grow—both professionally and financially—within a strong, stable, and expanding organization. If you are looking to join a forward-focused team that values development, rewards achievement, and supports long-term success, we invite you to explore this opportunity with State Bank.

Requirements

A high school diploma or equivalent is required.
A minimum of three (3) years of experience in a customer service position required; a minimum of two (2) years of banking experience in Retail, Deposit Services, and/or Loan Servicing preferred; previous experience in a contact center customer service position preferred.

Nice To Haves

Strong communication skills, both written and verbal
Exceptional active listening skills
Excellent interpersonal relations and rapport building skills
A patient and empathetic attitude
Strong time management and organizational skills
Ability to easily adapt and flexible
Comfortable working in a fast-paced environment
Proficient typing (min. 60wpm) and computer skills
In-depth knowledge of bank’s products and services
Expertise in customer service

Responsibilities

Performs various duties to complete customer service tasks that ensure customers have the information and assistance they need, as well as maintain the bank’s positive reputation to:
Handle various forms of customer contact (calls, emails, messages, etc.) and provide accurate, satisfactory answers to their queries and concerns. Route calls as needed to provide optimal customer care
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Guide callers through troubleshooting and navigating the bank site or using the bank’s products or services
Collaborate with other bank professionals to improve customer service
Record pertinent information in the bank’s customer relationship management system
Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management, overall safety and soundness, and the bank’s compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
Coordinates specific work tasks with other personnel within the unit or department as well as with other units and departments in order to ensure the smooth and efficient flow of information.
Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of sexual harassment and other forms of illegal discriminatory behavior in the work place.
Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel.
Responds to inquiries relating to their particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy.
Assists in training new department personnel as required.
Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered ot redesigned depending upon individual or departmental circumstances.