Customer Contact Center Specialist I

Simmons Bank•Springfield, MO

2d•$17 - $18

About The Position

The Customer Contact Center Specialist I provides customer service through multimedia communication as directed by Contact Center management. The role focuses on building customer loyalty by delivering a positive experience, resolving questions and concerns, and recommending convenient ways for customers to interact with the bank. The position operates in a fast-paced, multidimensional environment and may offer monthly incentive pay and opportunities for promotion after meeting established quality, training, and production goals. The Specialist handles incoming customer calls and messages, responds to inquiries, completes operational processes, and processes account-related requests such as balances, transfers, stop payments, and address changes. The role also includes troubleshooting, reviewing reports, preparing correspondence, participating in department projects, and complying with applicable laws, regulations, policies, procedures, and required training.

Requirements

High school diploma or GED.
At least one year of customer service or sales experience; preferably in a financial setting.
Ability to read and comprehend complex instructions, correspondence, and memorandums.
Ability to read and interpret procedure manuals, business correspondence, journals, or government regulations.
Ability to communicate effectively orally or in writing, depending on the role.
Ability to efficiently navigate a 10-system environment to resolve customer issues.
Critical-thinking and problem-solving skills, including the ability to ask probing questions.
Ability to listen effectively and de-escalate customer frustrations with empathy.
Proficient with a PC, Microsoft Word, and Excel.
Excellent telephone skills, including a professional speaking voice.
Good oral and written communication skills.
Friendly and professional presentation.
Punctual and regular attendance.

Nice To Haves

Customer service or sales experience in a financial setting is preferred.

Responsibilities

Receive and process incoming customer calls or messages.
Respond to customer inquiries, determine the appropriate response or direction, and proactively offer convenient solutions or options.
Complete operational processes that support customer requests.
Process account balance and transfer requests, stop payment orders, address changes, and other customer requests or authorizations.
Troubleshoot customer inquiries when needed.
Review reports, prepare correspondence, and participate in special department projects as required.
Perform departmental activities in compliance with applicable laws, regulations, policies, and procedures, including completing required compliance training.
Perform other duties and responsibilities as assigned.