Contact Center Representative

Description

Position Summary

The Contact Center Representative provides customer sales and service by telephone, email, and other forms of electronic communication. Uses written correspondence and the Internet to assist customers. Substantial knowledge of North Easton Savings Bank’s products and services is required to ensure that information communicated to the customer is accurate and complete. Receives incoming telephone calls and other communications from customers needing assistance with existing accounts, purchasing products, and opening new accounts. Places outgoing telephone calls to customers in connection with specific service requests, or to welcome them to new services and answer questions. Uses the telephone, the Internet, email, and other tools to communicate with the customer verbally and in writing, both electronically and on paper.

Essential Job Functions/Responsibilities

The essential functions include, but are not limited to the following:

• Handle questions and product inquiries from customers.
• Recommend appropriate products and place orders for customers.
• Handle complaints and other customer requests.
• Welcome customers to bank Websites, products, and services.

Expert in providing pleasant and professional telephone follow-up services to customers in accordance with sales and marketing guidelines established by North Easton Savings Bank. Proficient with computer systems, including keyboarding, typing, data entry, operation of a computer mouse, social media, and web navigation skills.  

Works to meet and exceed sales and service goals set by North Easton Savings Bank. Goals include, but are not limited to, the following categories:

• Contact quality goals.
• Sales goals.
• Productivity goals such as the number of contacts handled each day and average contact length.
• Effective use of customers' time (average work time per call).
• Greet and assist customers in a friendly, professional manner according to North Easton Savings Bank’s quality standards.
• Process customer inquiries and answer questions related to deposits, withdrawals, payments, general ledger entries and negotiable instruments sales.
• Achieve monthly sales/referral goals.
• Provide customers with assistance or direct them to the appropriate person as it relates to other bank services.
• Understand and adhere to bank policies and procedures for daily operations, security, and compliance.
• Attend all required regulatory training and other internal training as provided.
• Other duties related to the position.

Supervisory Responsibilities

None.

Requirements

Minimum Qualifications (Education/Knowledge, Skills, & Abilities)

• High School Diploma (or equivalent).
• Minimum 2 years’ experience in a customer-facing retail banking environment.
• Proficient in locating information using online computer reference systems, Web-based applications, and printed documents. 
• Possesses professional communication ability including active listening and customer service skills, is articulate, speaks English fluently, and uses proper diction and grammar. 
• Able to always enunciate clearly and pace his or her conversation with that of the person they are speaking to. 
• Maintains a dialog with the customer while simultaneously processing information and documenting customer responses using a computerized scripting, account management, and reference system.
• Able to use a computer, mouse, and keyboard with proficiency.
• Basic Web navigation skills and experience.
• Able to deal with customers under circumstances requiring tact and diplomacy.
• Strong interpersonal skills.
• Strong verbal and written communications skills.
• Able to handle confidential information.

Physical Demands

This position is an office-based position in terms of physical demand. Employees are expected to be able to operate their fingers and hands to perform functions such as typing, writing, and filing. Employees must also be able to move throughout the office with ease while also being able to sit for extended periods of time. Employees must be able to see and hear in an office setting that does include much noise going on around one’s workspace. While this job is mainly clerical, there are instances in which employees must be able to transport up to 20 pounds.

Work Environment

This job operates in a bank branch office. It is a professional environment.  

Note

The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties (both related and unrelated to the above) may be assigned and are therefore required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

North Easton Savings Bank is dedicated to being an equal opportunity workplace. To reach and maintain this goal, the Bank strictly prohibits harassment and discrimination based on gender, sex, race, ethnic background, age, physical disability, mental disability, and anything else protected by law. North Easton Savings Bank welcomes diversity and we believe that diversity is the root of successful teams and an overall successful workplace.

NESB123