Customer Contact Center Rep - Texarkana/St. Michaels

FARMERS BANK & TRUST•Texarkana, TX

7d•Onsite

About The Position

This position provides customer service in a contact center environment, including providing information about accounts, products, and services; resolving customer issues; providing operational support; and acting as a switchboard operator. The representative responds to inquiries through multiple channels, performs account maintenance, documents customer interactions, and follows security and escalation procedures. The role also supports callers through reception and switchboard duties and looks for appropriate opportunities to recommend additional products or services. The representative is expected to provide service with HEART to internal and external customers, communicate effectively, stay organized and detail oriented, solve problems, and remain calm, polite, and tactful.

Requirements

High school education or GED equivalent, with particular emphasis on office skills, shop skills, or other relevant areas.
7 to 11 months of related experience and/or training.
Communicate effectively and maintain good organizational habits and attention to detail.
Problem-solve to provide outstanding customer service.
Remain calm, polite, and tactful with internal and external customers at all times.
Provide service with HEART to all internal and external customers.

Nice To Haves

Bilingual ability.

Responsibilities

Provide product support for customer inquiries received by telephone, internet, instant message, email, fax, or self-service systems.
Answer a high volume of inbound calls and maintain response rates in accordance with established standards.
Assess customer questions or issues, resolve them in a timely manner, and provide solutions or alternatives.
Perform maintenance on existing accounts and help customers validate account data.
Verify customer identity and follow bank privacy and security policies before disclosing information or making account modifications or resets.
Document issues and resolutions in the contact center database according to bank standards.
Communicate customer needs and expectations to appropriate personnel and follow escalation procedures for complex issues.
Identify opportunities to up-sell products or services that meet customer needs and make appropriate referrals to other bank areas.
Build sustainable customer relationships and engage customers by going above and beyond.
Meet individual and team qualitative and quantitative targets.
File data and perform assigned routine clerical duties in response to internal and external customer inquiries or requests.
Perform reception tasks professionally and graciously while following assigned security protocols.
Answer calls using the switchboard console, greet callers, provide information, transfer calls, and take messages as needed.