Call Center Representative

POSITION SUMMARYless thanbr>less thanbr>Call Center Representatives are responsible for assisting customers with account research or problem solving. They ensure timely and accurate resolution which may require collaboration with other departments.i They communicate status with the customer if the issue is not resolved at first point of contact.i They are knowledgeable regarding our products and services and capable to explain this information to the satisfaction of customers.i They assess customer needs and recommend and refer customers to internal business partners.i They are proficient with technology systems used to enroll and support customers with online banking, bill pay, mobile banking, debit cards and the VRU.i They have excellent customer service skills and deliver a superior customer experience resulting in retention of existing customers and development of customer loyalty.iiiless thanbr>less thanbr>MAJOR RESPONSIBILITIESless thanul>less thanli>Uses a proactive approach to identify customer needs and potential sales opportunities, providing solutions and resolving problems through inbound calls, emails and chats.less than/li>less thanli>Uses problem solving methods to listen, empathize, apologize, react and notify the customer of a solution.less than/li>less thanli>Answers inquiries and resolves problems by clarifying desired information; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.less than/li>less thanli>Fulfills requests by clarifying desired information; completing transactions; forwarding requests.less than/li>less thanli>Conveys information to customers in a clear, compelling way that will positively influence each customer's thoughts and actions.less than/li>less thanli>Sells additional services by recognizing opportunities to up-sell accounts; explains new features.less than/li>less thanli>Maintains the Signature core system and/or other customer database systems by entering information.less than/li>less thanli>Answers all inquiries regarding the Bank's service/product promotions and advertisements.less than/li>less thanli>Enhances the Bank's reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.less than/li>less than/ul>OTHER RESPONSIBILITIESless thanul>less thanli>Keeps Call Center equipment operational by following established procedures; reporting malfunctions.less than/li>less thanli>Protects confidential customer information and ensures that customer identity is always certain, in compliance with Call Center work procedures.less than/li>less thanli>Monitors for suspicious account activity and takes necessary action to mitigate risk to protect the Bank and our customers from potential loss.iless than/li>less thanli>Fulfills all assigned responsibilities as described in applicable operational procedures with minimal supervision.less than/li>less thanli>Maintains knowledge of and complies with regulations that include but are not limited to overdraft protection, Reg E, Reg D, Bank Secrecy Act (VSA), Reg CC, privacy-Gramm-Leach-Bliley Act (GLBA) and Non-public Personal Information (NPPI) regulations, Right to Financial Privacy ACT (RFPA) identify theft red flags, Unfair Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, OFAC.less than/li>less thanli>Seeks opportunities to enhance knowledge of the Bank's products and services as well as solutions to satisfy customer needs.less than/li>less thanli>Performs other work-related duties as assigned.less than/li>less than/ul>EDUCATION, EXPERIENCE AND OTHER SKILLS REQUIREDless thanul>less thanli>High school graduate at minimumless than/li>less thanli>Experience required:less thanul>less thanli>less thanstrong>Call Center Representative I less than/strong>- Grade 6 - no previous Call Center experience requiredless than/li>less thanli>less thanstrong>Call Center Representative IIless tha