Call Center Specialist II

Department:Central Operations/Call Center

Location: Lodi

Salary:$21.40 - $24.61 (Commensurate with experience and qualifications)

Supervises Others: No

F&M Bank’s Call Center Specialists are responsible for assisting customers via phone and online chat with simple to complex questions regarding their account(s) and related services offered by the Bank. They are the “voice” of the Bank to our customers and, as such, are expected to provide exemplary customer service with efficiency and accuracy, while maintaining a friendly, professional demeanor, and communicating effectively.

Call Center Specialists respond to a high volume of inbound calls and chats, providing prompt, high-quality service to internal and external Bank customers.

• Customer Support:Promptly and professionally respond to customer inquiries regarding account balances, debit cards, transactions, and fees, and provide support for our Online and Mobile Banking applications.
• Issue Resolution:Efficiently troubleshoot and resolve customer issues such as transaction disputes, technical difficulties with online banking, and general complaints, escalating complex problems to management as needed.
• Account Maintenance:Process customer requests for account changes, stop payments, address updates, password resets, etc., ensuring accuracy and confidentiality.
• Product Promotion:Educate customers on the bank's full range of products and services and identify opportunities for cross-selling and upselling based on customer needs.
• Compliance & Quality:Adhere to all banking laws, regulations, and internal policies, maintaining high call quality and service standards,including robust customer authentication and confidentiality protocols to protect customer data and ensure compliance with banking regulations.
• Documentation:Accurately document all customer interactions and resolutions in the customer relationship management (CRM) software or other relevant systems.
• Dependable attendance and punctuality by all employees are critical to the Bank’s success. Must be reliable and maintain an excellent attendance record.

• Successful completion of a credit check is a condition of employment
• Minimum of high school diploma or equivalent, college work/degree preferred
• One year work experience in Customer Service, preferably for a Financial Institution (bank or credit union)
• Multi-tasker with a desire to go the extra mile to service our customers
• Superb written and verbal communication skills, with an emphasis on correct English grammar
• Ability to use a multi-line telephone system and various computer-based applications, including Microsoft Office (Word, Excel, and Outlook); must have the ability to quickly learn and utilize new and updated system applications

F&M Bank