Contact Center Representative, Consolidated Deposit Operations (Hybrid - Federal

Salary Range:

$20.14 - $28.17

(Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and/or equity awards.)

Posting Date:

September 17, 2024

This job will be open and accepting applications for a minimum of three days from the date it was posted.

Benefits worth writing home about:

Medical, dental, and vision coverage for employees and their families

Life, disability and family Leave

401(k) and Roth 401(k) with employer match

Wellness program, employee assistance program, "Commute Trip Reduction" (CTR) and various employee discounts

Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work

Free employee checking account and employee home loan discounts

For eligible employees averaging 20 or more hours per week.

EO/AA Employer including Vets and Disabled.

Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

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Job Description Summary:

The Contact Center Representative (Agent) is responsible for assisting customers with account research, problem solving, online banking access and debit card disputes. Agent ensures timely and accurate resolution which may require collaboration with other departments. Agent communicates the status of the request with the customer if the issue is not resolved at first point of contact. Agent is proficient with technology systems used to enroll and support customers with online banking, bill pay, mobile banking, debit cards, and the VRU. Agent has excellent customer service skills and delivers a superior customer experience resulting in retention of existing customers and development of customer loyalty. Agent responds to customer inquiries through multiple channels including telephone, email, web chat, and digital channels (including online, mobile and IVR).

Job Details:

PRIMARY FUNCTIONS:

Respond to customer inquiries via telephone, email, web chat, or digital channels on banking products, services, and rates while providing friendly, accurate, and speedy service.

Resolve customer issues timely and thoroughly, seeking to exceed customer expectation on every interaction. Minimize customer transfers and hold times.

Respond to online banking, mobile banking, and bill payment inquiries; troubleshoot connectivity issues for online banking and bill payment; resolve User ID and password access issues; resolve bill payment issues within service level agreement standards.

Prepare and process requests for withdrawals, transfers, duplicate statements, stop payments, service charge refunds, change of address, deposit research, debit card orders, cancel and reactivation of debit cards, and other transaction requests.

Act in a mentor capacity for newly hired representatives.

Maintain required performance standards in quality, occupancy, attendance, and adherence.

Ensure the security of customer information and assist with minimizing bank losses by performing customer verification on each interaction.

Accurately track the call reason for training, forecasting, and trending purposes.

Manage and utilize time efficiently to ensure service quality, customer satisfaction, and the achievement of key performance indicator goals for the Contact Center.

Look for opportunities to introduce products and services that match customers' need