Call Center Agent

Summary &

Purpose:

While projecting a professional image, interact with and assist new and existing customers by phone to match services that best fit their individual needs. Respond to inquiries and resolve issues.

• Ensure that customers are assisted promptly, primarily by telephone or electronically, and by meeting or exceeding Bank principles as identified in the SMILE program.
• According to policy, provide assistance by answering incoming customer phone calls and taking appropriate action for each call.
• Meet accuracy and correctness of work standards as required.
• Resolve customer complaints or ensure that the complaint is referred to the appropriate individual for resolution.
• Verify and ensure that appropriate action was taken in resolving customer issues.
• Deliver the ultimate customer experience by assisting every customer in a professional and efficient manner.
• Act as liaison between customers, corporate departments, and branch staff, as needed.
• Participate with team and other internal departments on process improvement projects and activities.
• Other duties, as assigned.

• High school diploma or a GED required
• Typically requires 1-2 years of related work experience and the knowledge, skills and ability to perform the essential requirements of the job.

• Long periods of standing or sitting, typing and repetitive motion
• Ability to lift and carry up to 25 lbs on occasion