Call Center Representative

We believe “nice does matter,” and our staff and leadership stands behind those words. Valley Bank employees enjoy continuing professional development, so if you’re looking for more than just a job, begin your career with us today!

At Valley Bank we are focused on your carrier path from day one. You will have access to our Training Department both in the classroom, online and on the job to confidently build your career/knowledge within the bank.

Advance Your Career:
Start as a Call Center Representative and grow with us! We offer a defined path for advancement to Call Center Representative II and Call Center Representive IIIroles, each coming with increased responsbilities and pay to reward your developing expertise.

The Call Center Representative acts as a primary contact for receiving incoming calls, you are responsible for providing direct support services to customers or connect them with the staff that can provide them the specific assistance they need.

• Responsible for the initial customer contact on the phone ensuring that the customer is greeted, welcomed, acknowledged, and properly directed to the appropriate department.
• Responsible for developing and retaining customer relationships through active listening and Refer customers, as appropriate, to Personal Bankers, Business Bankers, Real Estate Bankers or other departments as needed by gathering basic information regarding the customer’s request and ensuring follow-up by appropriate staff.
• Perform monitoring and maintenance of daily reports.
• Perform research, maintenance, and technical support for incoming requests for bill pay, online banking, remote deposit, and debit cards.
• Assist with account research, general maintenance, returns & fraud disputes, and check ordering as needed.
• Ensure that proper records are maintained, and safeguards systems and retention of storage as needed.
• Act promptly with regard to customer requests, following through on commitments and obligations. Ask follow-up questions to determine if customer’s needs/expectations have been met to provide a complete solution for each customer.

• Consistently maintain regular and reliable attendance.
• Take part in community development through volunteer opportunities and/or board participation with non-profits and other community organizations.
• Participate in community service and bank-sponsored activities that serve and support the mission and values of Valley Bank.
• Comply with all company policies and procedures and all applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

NOTE:

Only minimum duties listed. Other responsibilities may be required as requested by Management.

• One year banking experience preferred
• Two years customer service experience preferred

• Excellent telephone skills.
• Thorough understanding of customer service.
• Knowledge of Valley Bank products/services to effectively present appropriate solutions to customers.
• Ability to work under pressure.
• Work quickly and accurately.
• Excellent verbal communication skills.
• Knowledge of banking regulations.
• Ability to establish and maintain effective working relationships with employees, other departments, and the public.
• Ability to work both independently and in a team environment.

WORK ENVIRONMENT:
Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to…