Call Center Representative

Call Center Representative

The Call Center Representative ("CCR") is responsible for providing exceptional customer service through the American National Bank & Trust ("ANB&T") Call Center. The CCR provides assistance for our customers and employees via telephone, when they have questions or concerns regarding their account(s) with us. The CCR must handle all calls in a professional, pleasant, informative and courteous manner.

Essential Functions Of Job:

• Assist customers with various account needs, (i.e. check orders, deposit slips, debit cards).
• Assist with debit card issues, including fraudulent transactions and disputes.
• Call customers for returned check orders and returned bank mail with incorrect addresses.
• Assist customer with returned checks and stop payments.
• Perform teller assist transactions related to the Interactive Teller Machine ("ITM").
• Assist customers with online banking and bill pay issues.
• Take domestic and international wire instructions for customers.
• Perform checks and balances for other CCRs.
• Update customer account information, such as address, email and phone number(s).
• Set up and maintain business online banking customers.
• Perform all other duties as required or assigned

Required Skills:

• Must be knowledgeable in the use of office equipment, (i.e. computers, copiers, scanners, multi-line phones, etc.), regular use of desktop computers and related banking software.
• Exceptional communication skills via remote communication, ITM or telephone.
• Mental awareness, alertness and adaptability to office and field area work routines.
• Must be proficient in MS Office, (i.e. Excel and WORD), 10-key, accounting, alpha-numeric data entry, spreadsheets
• Must possess excellent time management skills and the ability to prioritize work.
• Must pay attention to detail and possess excellent problem-solving skills.
• Must possess strong organizational skills with the ability to multi-task.
• Communication
  
  Skills:
  
  Ability to read and understand simple instructions, short correspondence, notes, letters and memos; ability to write simple correspondence. Ability to effectively communicate information and respond to questions in person-to-person situations with customers, clients, general public and other employees of the company.
• Mathematical
  
  Skills:
  
  Ability to add, subtract, multiply and divide numbers. Ability to perform such mathematical skills using money and other forms of measurement.
• Critical Thinking
  
  Skills:
  
  Ability to use common sense understanding in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few known variables in situations of a routine nature.
• Decision-Making:
  Performs work operations which permit frequent opportunity for decision-making of minor importance, and which would not only affect the operating efficiency of the individual involved but would also affect the work operations of other employees and/or clientele to a slight degree.
• Public Contact:
  Regular contact with patrons, either within the office or in the field. May involve occasional self-initiated contacts to patrons. Lack of tact and judgment may result in a limited type of problem for the organization.
• Mental Demand:
  Light mental demand. Operations require intermittent direct thinking to carry out pre-determined procedures or a sequence of operations.
• Problem-Solving:
  Repetitive;
  Activities or duties using a pre-determined set of processes or directions coupled with nearby supervision;
  Learned things in situations where choice is simple or patterned.
• Public Contact:
  Frequent contacts with customers and clientele could involve occasional self-initiated contacts. When initiated, the utmost tact, professionalism and judgment should be used, as you are representing ANB&T.
• Accuracy:
  Probable errors of internal and external scope would have a moderate effect on the operational efficiency of the organizational component concerned. Errors might possibly go undetected for a considerable period of time, thereby creating an inaccurate picture of an existing situation. Could cause further errors, losses or embarrassment to the company. The possibility of error is always present due to the requirements and…