Customer Contact Center Specialist I
About The Position
The Customer Contact Center Specialist I provides customer service through multimedia communications in a fast-paced, multidimensional environment. The specialist builds customer loyalty by delivering a positive experience, resolving questions and concerns, and offering appropriate advice about interacting with the bank. The role may offer monthly incentive pay and promotion opportunities after meeting defined quality, training, and production goals. The position handles incoming customer calls and messages, responds to inquiries, completes operational processes and customer requests, and troubleshoots issues. It also includes reviewing reports, preparing correspondence, participating in department projects, and following applicable laws, regulations, policies, and procedures, including required compliance training.
Requirements
- High school diploma or GED.
- At least one year of outstanding customer service or sales experience; financial-setting experience is preferred.
- Ability to read and comprehend complex instructions, correspondence, and memorandums.
- Ability to read and interpret procedure manuals, business correspondence or journals, and government regulations.
- Effective oral and written communication skills.
- Ability to navigate a 10-system environment efficiently to resolve customer issues.
- Critical thinking and problem-solving skills, including asking probing questions.
- Effective listening and ability to de-escalate customer frustrations with empathy.
- Proficient with a PC and Microsoft Word and Excel.
- Excellent telephone skills, including a professional speaking voice.
- Friendly and professional demeanor.
- Punctual and regular attendance.
Nice To Haves
- Customer service or sales experience in a financial setting.
Responsibilities
- Receive and process incoming calls or messages from customers.
- Respond to customer inquiries, determine the appropriate response or direction, and proactively offer convenient solutions or options.
- Complete operational processes supporting customer requests.
- Process account balance and transfer requests, stop payment orders, address changes, and other customer requests or authorizations.
- Troubleshoot issues as needed to support customer inquiries.
- Review reports, prepare correspondence, and participate in special department projects as required.
- Ensure departmental documents and activities comply with applicable laws, regulations, policies, and procedures, including completing required compliance training.
- Perform other duties and responsibilities as assigned.
Benefits
- Monthly incentive pay may be available.
- Promotion opportunities after meeting defined quality, training, and production goals.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
