Contact Center Specialist

This person is responsible for responding to incoming telephone calls from customers and bank employees concerning customer accounts and customer account-related service in conformance with policy, procedures, and service quality standards. This person acts as a support for all staff regarding bank operations areas or topics.  

Qualifications: This person should have an associate's degree plus two years of experience in a related field or the equivalent.  This person must display excellent oral and written communication skills and have the ability to work independently and as a team.  This person must have proven customer service, judgment, and organizational skills and must possess excellent computer skills.  This person should be able to work independently as well as collaboratively on a small team of less than 10 individuals. 

Principal Responsibilities: 

• Respond to customer phone inquiries regarding a full range of customer transactions and banking products, services, and online banking. 

• Ensure customer confidentiality. 

• Seek opportunities to retain, expand, and attract customer relationships.  Assess customer needs and make recommendations regarding options available. 

• Adhere to established policies and procedures regarding appropriate resolution of customer complaints. 

• Demonstrate effective decision making in determining corrections, fee waivers, and refunds, and in appropriate methods/solutions to meeting customers’ needs. 

• Inform Management of irregular or recurring problems and suggest improvements to better the service provided by the Call Center. 

• Be responsible for promoting the bank’s philosophy of excellent customer service. 

• Attend all meetings and any other required meetings and/or developmental training deemed necessary by the Call Center Supervisor. 

• Act in accordance with FBT policies and procedures as set forth in the employee handbook. 

• Adhere to compliance procedures and participate in required compliance training.