Contact Center Representative - Sept. 26th Midday ...

Job Description:Displays positive, professional tone, exhibit empathy when required and provides a Legendary Customer ExperienceTakes ownership of Customer concerns and resolve Customer issues at first point of contactEnsures necessary due diligence is taken to support the accuracy of all Customer transactionsArrives on-time and log-in ready to receive/make Customer calls as scheduled throughout the shiftIdentifies and refers high value or potential Customers to the appropriate personnelProvides courteous, efficient, and professional Customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditionsEngages Customers / partners in service conversation to understand and meet their current and future products and service needs by providing them with information / guidanceOffers sound product knowledge as it relates to their respective business areaEnsures Customer/partner problems are handled appropriately the first time, escalating issues when necessaryCompletes a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient mannerMay facilitate cross-sell opportunities and/or refer Customers/partners to internal Bank partnersSupports Customer needs and determine solutions to Customer problems, particularly as it relates to digital banking products and servicesSupports the achievement of business objectives by supporting service goalsUnderstands and applies operating policies and proceduresContributes to business objectives for Operational ExcellenceSupports the timely and accurate completion of business processes and proceduresEscalates non-standard or high-risk transactions / activities as necessarySupports and participates in process improvement opportunitiesEnsures necessary due diligence to support the accuracy of all Customer transactions / activitiesBe knowledgeable of and comply with Bank Code of ConductParticipates fully as a member of the team, promote team effectiveness and contribute to a positive work environmentSupports the team by continuously developing knowledge in own areaParticipates in personal performance management and development activities, including cross training within own teamKeeps others informed and up-to-date about all relevant or useful information related to day-to-day activitiesContributes to a fair, positive and equitable environment that supports a diverse workforceActs as a brand champion for your business area/function and the bank, both internally and/or externallyQualification:Education & Experience:High School Diploma or GED0 Years of related experienceRetail Customer service, banking, or contact center experience preferredAbility to use/learn current technology and software applications related to positionExcellent interpersonal and verbal communication skills requiredEffective written communication skills preferredAbility to work in a fast-paced, challenging work environmentExcellent problem-solving and time management skillsExperience handling confidential information preferredMust be able to adhere to a set schedule which may include weekends and holidaysPhysical Requirements:Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%Domestic Travel - OccasionalInternational Travel - NeverPerforming sedentary work - ContinuousPerforming multiple tasks - ContinuousOperating standard office equipment - ContinuousResponding quickly to sounds - OccasionalSitting - ContinuousStanding - OccasionalWalking - OccasionalMoving safely in confined spaces - OccasionalLifting/Carrying (under 25 lbs.) - OccasionalLifting/Carrying (over 25 lbs.) - NeverSquatting - OccasionalBending - OccasionalKneeling - NeverCrawling - NeverClimbing - NeverReaching overhead - NeverReaching forward - OccasionalPushing - NeverPulling - NeverTwisting - NeverConcentrating for long periods of time - ContinuousApplying common sense to deal with problems involving standardized situations - ContinuousReading, writing and comprehending instructions - ContinuousAdding, subtracting, multiplying and dividing - ContinuousThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.RequirementsThe Contact Center Representative (US) promotes strong and lasting Customer relationships in a Contact Center environment by providing quality Customer Service and Sales in an efficient and highly professional manner. This role achieves a high level of success by understanding Customer needs and identifying opportunities to grow the business.

Created: 2025-11-01