Contact Center Representative

📋 Description

• Delivers a positive and professional inbound customer service experience to ensure that issues are resolved promptly.

• Interacts with potential customers via multiple channels (live chat, phone, email, SMS) to navigate them through consumer banking services.

• Takes responsibility for customer inquiries and resolves issues on the first point of contact; escalates problems when necessary.

• Ensures thoroughness in supporting the accuracy of all customer transactions.

• Arrives punctually and is prepared to receive/make customer calls as scheduled throughout the shift.

• Engages customers and partners using a consultative approach to comprehend their current and future service requirements.

• Accurately and efficiently executes a wide range of financial transactions (e.g., transfers between accounts, debit card disputes, and other necessary transactions).

• Contributes to and supports overall business objectives.

• Participates in performance and development initiatives, including cross-training within the team.

⛳️ Requirements

• High School Diploma or GED is required.

• A minimum of 1+ years of experience in retail, customer service, banking, or contact center roles is preferred.

• Proficient in navigating multiple computer systems, applications, and screens swiftly and accurately while managing performance to meet various metrics.

• Digital literacy across a wide range of devices (e.g., smartphones, tablets, laptops, headsets).

• Exceptional listening skills with a strong desire to assist customers in addressing their needs and resolving issues.

• Strong relationship management abilities, capable of articulating complex banking concepts.

• Positive and energetic attitude with excellent listening, reading, and communication skills.

• Capable of conveying financial information clearly and accessibly to a diverse customer base.

• Team-oriented with the capacity to thrive in a fast-paced, challenging work environment while demonstrating resilience.

• Experience handling confidential information is preferred.

• Proficient in standard corporate productivity tools (email, MS Office, Teams, internet navigation, CRM applications).

• Willingness to adhere to a flexible work schedule that may include weekends and holiday hours.

🏝️ Benefits

• Health and well-being benefits.

• Savings and retirement programs.

• Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO).

• Banking benefits and discounts.

• Career development opportunities.

• Reward and recognition programs.