CIC Agent

Bank of Canton•Canton, MA

9d•$18 - $26•Onsite

About The Position

The primary function of The Bank of Canton’s Customer Information Center Agent is to provide customer sales and service by telephone. The CIC Agent also uses electronic mail, written correspondence and the Internet in order to assist customers. Substantial knowledge of The Bank of Canton’s products and services is required to ensure that information communicated to the customer is accurate and complete. The CIC Agent receives incoming telephone calls from customers needing assistance with existing accounts, purchasing products and opening new accounts. The CIC Agent also places outgoing telephone calls to customers in connection with specific service requests, or to welcome them to new services and answer questions. The CIC Agent uses the telephone, the Internet, electronic mail and word processing tools to communicate with the customer verbally and in writing, both electronically and on paper. The CIC Agent is an expert in providing pleasant and professional telephone follow-up services to customers in accordance with sales and marketing guidelines established by The Bank of Canton. The CIC Agent is proficient with computer systems, including keyboarding, typing, data entry, operation of the computer mouse and Web navigation skills. The CIC Agent is also skilled with the use of a printing calculator. The CIC Agent works to meet and exceed goals set by The Bank of Canton. Goals include, but are not limited to, call quality goals, sales goals, productivity goals such as the number of calls handled each day and average call length, and effective use of customers’ time (average work time per call). The CIC Agent is expected to report on time for his or her scheduled shift every day. The CIC Agent must be ready to handle calls at the start of his/her assigned work time, and is expected to adhere strictly to his/her assigned work schedule and break times. Work schedules are flexible and the CIC Agent may be asked to alter his/her work times to meet needs of the business.

Requirements

Substantial knowledge of The Bank of Canton’s products and services.
Proficient with computer systems, including keyboarding, typing, data entry, operation of the computer mouse and Web navigation skills.
Skilled with the use of a printing calculator.
Ability to meet and exceed goals set by The Bank of Canton, including call quality, sales, and productivity goals.
Report on time for scheduled shift and adhere strictly to assigned work schedule and break times.
Proficient in locating information using online computer reference systems, Web-based systems and printed documents.
Professional communication ability including active listening and customer service skills.
Articulate, speaks English fluently, and uses proper diction and grammar.
Able to enunciate clearly at all times and pace his/her conversation with that of the person with whom he/she is speaking.
Able to maintain a dialog with the customer while simultaneously processing information and documenting customer responses using a computerized scripting, order entry and reference system.
High School Diploma (or equivalent).
Ability to use a personal computer, mouse and keyboard with proficiency.
Basic Web navigation skills and experience.
Ability to deal with customers under circumstances requiring tact and diplomacy.
Strong communications, interpersonal and organizational skills.
Strong interpersonal skills.
Ability to handle confidential information.
Adhere to all State, Federal, FDIC, and industry regulatory requirements, laws, regulations, as well as Bank of Canton policies and procedures.

Nice To Haves

Interest in banking education through CFT or similar programs is highly desirable.

Responsibilities

Handle questions and product inquiries from customers.
Recommend appropriate products and place orders for customers.
Handle complaints and other customer requests.
Welcome customers to bank Websites, products and services.
Greet and assist customers in a friendly, professional manner according to The Bank of Canton’s quality standards.
Provide customers with assistance or direct them to the appropriate person as it relates to other bank services.
Process customer inquiries and answer questions related to deposits, withdrawals, payments, loan information and negotiable instruments sales.
Understand and adhere to bank policies and procedures for daily operations, security and compliance.
Achieve monthly sales/referral goals.
Attend all required regulatory training and other internal training as provided.
Other duties related to the position.