Contact Center Specialist

Job Title: Contact Center Specialist A Contact Center Specialist handles the bank's incoming contact (calls, emails, messages, etc.), addresses questions and concerns, provides helpful solutions, and ensures appropriate routing of the contact if escalation is needed. Responsible for performing a variety of duties to support customer requests and delivers an exceptional client experience. Essential duties include: Performs various duties to complete customer service tasks that ensure customers have the information and assistance they need, as well as maintain the bank's positive reputation to: Handle various forms of customer contact (calls, emails, messages, etc.) and provide accurate, satisfactory answers to their queries and concerns. Route calls as needed to provide optimal customer care De-escalate situations involving dissatisfied customers, offering patient assistance and support Guide callers through troubleshooting and navigating the bank site or using the bank's products or services Collaborate with other bank professionals to improve customer service Record pertinent information in the bank's customer relationship management system Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management, overall safety and soundness, and the bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc. Coordinates specific work tasks with other personnel within the unit or department as well as with other units and departments in order to ensure the smooth and efficient flow of information. Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of sexual harassment and other forms of illegal discriminatory behavior in the work place. Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel. Responds to inquiries relating to their particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy. Assists in training new department personnel as required. Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances. Ancillary duties include: Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or redesigned depending upon individual or departmental circumstances. Physical requirements include: Occasionally ascends/descends stairs to move through the different floors of the location. The person in this position needs to be able to move about inside the office to accomplish tasks. Must be able to remain in a stationary position more than two-thirds of the time. Occasionally adjust or move objects in all directions. Constantly moves wrists, hands, and/or fingers.

Created: 2026-03-11