Contact Center Representative

Summary: The Contact Center Representative is responsible for providing superior customers service to help respond to all type of inquiries from both internal and external customers. With an added responsibility to trouble shoot a wide variety of the Banks web-based products and services through phone & e-mail support for internal and external customers.

Primary Duties and Responsibilities include the following. Other duties may be assigned.

• Assist customers with modifications to current system access and completes maintenance forms.
• Assist customers with setting up their tokens in order to process wire transfers and ACH products.
• Provide training for customers on all Cash Management products and services.
• Provide support on bank and Cash Management transactions to Cash Management customers and bank employees.
• Assist customers with technical issues by troubleshooting individual request and support all the diverse Cash Management products and services.
• Maintain security and multifactor authentication for web site products.
• Assist the department in new product or service implementation.
• Make recommendations on system user access and security setup.
• Perform all duties and responsibilities of the Call Center; this includes the receipt and processing of incoming external customer and in-house user inquiries regarding account activity, copies of specific documents and other items related to customer accounts, such as service charges, account statements, customer complaints, etc.
• Respond to and routing of an external customer’s or in-house user’s phone calls and e-mails received via the corresponding inboxes, including review.
• Respond and re-route e-mails received through the Consumer Online Banking and Cash Management secured e-mail channels.
• Reset the Voice Response System customer’s PIN.
• Provide check verification services from bank to bank only.
• The Contact Center also supports the Cash Management and Consumer Online Banking systems, the related duties and responsibilities are addressed in the corresponding area’s policy and procedures. Cash Management new and existing customers’ files processing and final review.
• Handle proper processing and maintenance of customer information privacy and confidentiality, as per regulatory compliance requirements.
• Handle customer complaints, including account officer complaints.

These duties and responsibilities are representative of those that must be met by an employee to successfully perform the essential job functions of this job, although additional ones may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Call Center experience required.
• Advanced knowledge in Microsoft Office Products
• Excellent Customer Service Skills
• Ability to work in a fast-paced environment.
• Must be detailed oriented.
• Must be able to work independently with minimal direction.
• Proven analytical and problem-solving skills a must.
• Must have excellent organizational, interpersonal, written and verbal communication skills.
• Bilingual (English and Spanish) required.
• Banking/Financial Services Knowledge preferred.

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.

No Third Party Agencies or Submissions Will Be Accepted.

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.