Primary Contact Center Representative (Call Center)

First National Bank Of Pennsylvania • Nashville, TN

88d

About The Position

This position is responsible for handling a high volume of inbound and or outbound calls. Identify our customer's needs, provide product/service information, and to resolve any questions and or concerns they may have. The candidate should be familiar with various banking concepts, products, services, and have the ability to perform various customer service tasks. The candidate should have an outgoing, upbeat, and friendly demeanor. A positive work ethic and must work well in a team environment.

Requirements

• High School or GED
• 1 year of job-related experience
• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Detail-oriented
• Ability to work and multi-task in a fast paced environment
• Ability to use general office equipment
• Ability to use a personal computer and job-related software
• Basic level of MS Word and MS Excel
• Strong problem solving ability
• Patience when dealing with difficult situations

Responsibilities

• Responds to a high volume of incoming telephone calls related to customer service requests and general inquiries.
• Resolves customer issues and promotes products and services by identifying the customer's needs, determining the best solution, and communicating the resolution to the customer while meeting all key performance metrics.
• Performs various tasks to include refund requests, dispute handling, payoff quotes, address complaints, update account changes, process stop payments, submit credit card limit increase inquiries.
• Provide basic trouble shooting support for online banking products and services such as password resets, mobile banking, and bill payments.
• Support branch operations and act as a liaison between the branch and customer through engagement and ownership of the service request.
• Act as the 'voice of the customer' by submitting feedback.
• Builds sustainable relationships by displaying a friendly demeanor, superior customer service, empathy and the desire to help, while providing exceptional customer service.
• Performs other related duties and projects as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Monetary Authorities-Central Bank
• Education Level: High school or GED