Contact Center Customer Service Representative

Location: Warsaw

Position Title:

Customer Contact Center - Inbound Associate

Reports To:

Customer Contact Center Inbound Manager or Team Leader - Inbound

Department:
Customer Contact Center

FLSA Status:
Non-Exempt

Purpose:

Five Star Bank is seeking motivated candidates to fulfill the position of Customer Contact Center - Inbound Associate. This position will act as first line of contact and trusted consultant to our customers. The Customer Contact Center - Inbound Associate will work directly with our customers to meet their needs and provide the best customer service.

Supervisory Responsibilities:

Degree of Supervision Received:
Moderate

* Supervision Received (title):
Customer Contact Center Inbound Manager or Contact Center Team Leader - Inbound

Degree of Supervision Given: NA

* Supervision Given to (Titles): NA

Essential Functions:

* Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls.

* Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities

* Identify customer needs and suggest appropriate products and services to meet their needs.

* Utilize technology to support and troubleshoot online services, gather information, and track customer interactions.

* Use critical thinking to remain solution-focused.

* Identify opportunities to help our customers and grow our business.

* Follow bank policies, procedures, all applicable laws, regulations and compliance.

* Flexibility to work various shifts including evenings, weekends, and holidays.

* Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.

* This job description is not exhaustive. The [Job Title] may be required to perform other duties as assigned, including supporting other talent development and planning work that supports the business success.

Job Related Qualifications - Education and Prior

Experience:

Required:

* Education:

High School Diploma or Equivalent

* Prior

Experience:

3 years Customer Experience, Contact Center

Preferred:

* Education:

High School Diploma/Associate Degree

* Prior

Experience:

5 years Customer Experience, Contact Center

Competencies:

* Excellent communication skills (both verbal and written).

* Strong customer-service skills.

* Ability to organize and prioritize to meet deadlines.

* Bank experience preferred.

* Proficiency in Windows based and Microsoft office applications.

Physical Requirements:

* Able to regularly sit for prolonged periods of time.

* Able to travel:

* occasionally

* Extensive computer usage is required.

* Ability to work:

* Evenings

* Frequently

* Weekends

* Frequently