Call Center Agent

Position Summary

A successful candidate will be detail oriented, have excellent customer service skills, and be able to use thinking and reasoning to solve a problem independently on the phone and all other service channels.

ESSENTIAL FUNCTIONS
• Professional and courteous internal and external customer interaction.
• Open new accounts, have a working knowledge of account ownership and account classifications.
• Complete account maintenance.
• Troubleshoot online banking issues.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information and completing transactions.
• Sells additional products and services by recognizing opportunities for customers; explaining features and benefits of products and services.
• Updates job knowledge by participating in educational activities.
• Assist in projects assigned to the solution center.
• Complete other duties as assigned.

REQUIRED SKILLS AND ABILITIES

Computer Skills: Intermediate computer skills required as well as the ability to use multiple applications at one time.

Education: High School Graduate or General Education Degree (GED)

Character Core Competencies
• Attentiveness- Concentrating on the person or task before me.
• Availability- Willingness to change my schedule and priorities to meet a need.
• Compassion- Helping those in need.
• Cooperation- Understanding others so I can effectively work with them.
• Dependability- Fulfilling commitments even in the face of difficulty.
• Diligence- Focusing my effort on the work at hand.
• Enthusiasm- Expressing interest and excitement in what I do.
• Flexibility- Adjusting to change with a good attitude.
• Honesty- Being truthful in what I say and do.
• Punctuality- Showing respect for others by doing the right thing at the right time.

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