Call Center Representative

Security Federal Savings Bank is hiring a mid-level Call Center Representative. This is a full-time role in Kokomo. Full responsibilities, required qualifications, and the apply link are listed in the description below.

Answers call center calls and Banno Chats providing account balances, account history, resets passwords for e‑banking, bill pay inquiries, statements, debit card issues and ordering, fills out fraud and merchant disputes, adds travel notes, raises card limits, answers questions regarding deceased customer processes, and handles basic loan questions. Complete other job functions including providing excellent customer service while making sure policies and procedures are followed.

• Reviews, executes, and practices objectives within SFSB's Strategic Plan
• Realize and support strategy goals.

• Responsible for knowing and complying with all Bank policies and procedures that apply to the Deposit Operations Department
• Responsible for knowing and complying with all Federal Regulations that apply to the Deposit Operations Department, including, but not limited to:
  Bank Secrecy Act (BSA), Customer Identification Program (CIP), Funds Availability (Reg CC) and Currency Transaction Reporting (CTR)

• Answers telephone calls/Banno Chats regarding customer account information, inquiries, problems, concerns, and general questions such as address, email, phone number and other CIF maintenance
• Stop payments, written statement of unauthorized debit, transfers, and AFT issues.
• Account balances, transaction history reviews, statement inquiries
• Adding alerts or special messages
• General new account and loan questions

• Processes, verifies, and documents wires in compliance with bank policies and procedures
• Responsible for transfers via phone and processes check orders

• Aids individual or corporate customers in selecting deposit accounts and cross‑selling bank products
• Aids with debit card issues, ordering new cards, adding travel notes, changing card status, compromised card questions, and raising card limits

• Answers questions regarding deceased customer processes
• Completes monthly check‑ins with manager
• Participates in weekly Branch huddles and weekly Cultivate Performance Growth Meetings
• Communicates with team regularly

• Participates on SFSB's assigned committees
• Coordinates PTO days with Branch staff to ensure Branch is accurately staffed
• Performs other duties as directed by supervisor

• High school diploma or equivalent
• 2 years of banking experience preferred, not required
• Good understanding of financial products and services
• Exceptional customer service and professional skills
• Good organizational and interpersonal communication skills
• Good conflict management, time‑management, and stress management skills
• Ability to multi‑task, work independently, delegate and make decisions
• Good knowledge of Silver Lake, Fedline, Verafin, CPI/Card@Once, Vertex Teller Systems, Aurora, Synergy and Cognos report functions
• Basic computer and keyboard skills including Microsoft Word, Excel, and Power Point
• Team player