Part Time Call Center Specialist

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Job Type

Full-time

Description

PART TIME CALL CENTER SPECIALIST - KOKOMO SQUARE

DEPARTMENT: Operations

CLASSIFICATION: Non-Exempt

REPORTS TO: Call Center Manager

SUPERVISES: None

POSITION SUMMARY:

This position assists customers in the call center through knowledge of all bank products and services. Also articulates the benefits and conditions of those services. This position will also cross sell products to new and current clients as needed. Call volume may at times be very busy.

CALL CENTER SPECIALIST DUTIES:

• Respond to both external and internal customer inquiries via the telephone, ensuring all needs are met and handled during the first interaction

• Provide quality customer service through knowledge of all bank products and services

• Handle high volume of calls in a sometimes-stressful, time sensitive environment

• Answer customer questions regarding deposit, loan, and time products. Refer potential sales opportunities back to the retail branches or loan officers

• Provide information on balance inquiries, perform transfers between accounts, and answer any transactional questions regarding current deposit and loan products

• Refer all loan rate questions to the loan department

• Increase debit card limits, reset PINs, and help to troubleshoot issues with debit cards as applicable. Forward any complicated issues to the debit card or fraud department as needed

• Provide insurance change information and answer questions regarding escrow for current loan customers

• Troubleshoot internet banking issues, reset passcodes, enroll customers in eStatements, etc.

• All other duties as assigned

Requirements

RELATIONSHIPS/QUALIFICATIONS:

• Responsible to the Call Center Manager for the fulfillment of duties assigned

• Skills needed include strong analytical abilities, knowledge of appropriate government regulations, comprehensive knowledge of bank products, and operations

• Proficient in Microsoft products

• Must have excellent communication and listening skills, a strong commitment to providing quality service, and attention to detail

• This position requires dedication to customer service, by responding in a professional manner to customer questions and problems

• Must have the ability to maintain confidentiality in daily operations and interactions with customers and work effectively in a team setting

WORKING CONDITIONS:

• Normal office environment

• Extended viewing of computer screens

• Prolonged periods of sitting/ standing

• Moderate lifting up to 25 pounds

• Repetitive hand and arm movement

• Environment may necessitate excessive standing