Customer Contact Center Specialist I

Simmons Bank • Pine Bluff, AR

5d • Onsite

About The Position

This role is for a Customer Contact Center Specialist I who is passionate about helping people achieve financial peace of mind. The position offers a fast-paced, multi-dimensional work environment with the potential for monthly incentive pay and promotion opportunities based on meeting defined goals. The specialist will handle customer service inquiries via multiple communication channels, aiming to build customer loyalty by providing the best possible experience, resolving issues, and offering proactive advice on interacting with the bank.

Requirements

• Ability to read and comprehend complex instructions, short correspondence, and memorandums.
• Ability to read and interpret documents such as procedure manuals, general business correspondence, and/or journals, or government regulations.
• Ability to effectively communicate orally or with written word.
• Ability to efficiently navigate a multi-system (10) environment to resolve customer issues.
• Ability to problem-solve by thinking critically and asking probing questions.
• Ability to listen effectively and deescalate customer frustrations using empathy.
• HS Diploma/GED.
• One year of providing outstanding customer service or sales experience, preferably in a financial setting.
• Proficient with a PC, MS Word and Excel.
• Excellent telephone skills, including a professional speaking voice.
• Good oral and written communication skills.
• Must present as friendly and professional.
• Must maintain punctual and regular attendance.

Nice To Haves

• Experience in a financial setting.

Responsibilities

• Receives and processes incoming calls or messages from customers.
• Responds to inquiries, determines appropriate responses or direction, and proactively offers convenient solutions or options.
• Completes various operational processes to support customer requests.
• Processes account balance or transfer requests, stop payment orders, changes of address, and other customer requests or authorizations.
• Completes troubleshooting if needed to support a customer inquiry.
• Reviews reports, prepares correspondence, and participates in special department projects.
• Ensures all departmental documents and activities comply with applicable laws, regulations, policies, and procedures, including completing required compliance training.
• Performs other duties and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED