Operations Call Center Quality Control Representative

GENERAL DESCRIPTION

The Call Center Quality Control Representative (“CCQC”) is a function of bank internal control regarding the maintenance, and closing of deposit accounts, debit cards and auxiliary account functions within the bank. CCQC is tasked with daily monitoring, logging, and communication of errors and inconsistencies occurring in the Lobby Services and Call Center areas.

• Knowledge of Core software.
• Knowledge of specific software used to service customers.
• Experience with legal documents such as the categories of Power of Attorney and Representative Payee as well as various documents presented upon the death of a customer such as Letters of Testamentary, Letters of Administration, or Small Estate Affidavits.
• Experience with commercial entity structure such as Sole Proprietors, Partnerships, and Corporations as well as more loosely organized entities like Associations or Political Organizations.
• Understanding of specific policies and procedures of American National Bank & Trust.
• Understand and review daily reports relating to accounts and debit cards.
• Prepare and distribute monthly reports.
• Review daily reports for all maintenance made on accounts by CCRs and LSRs.
• Review accounts with a change of address and new debit cards.
• Perform all other duties as required or assigned.

• 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.
• Mental awareness, alertness and adaptability to office and field area work routines.
• Must be proficient in MS Office, (i.e. Excel and WORD), 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 or electronic situations with 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.
• Mental Demand:
  Light mental demand. Operations requiring intermittent direct thinking to carry our 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.
• 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 for error is always present due to the requirements and repetition of the job.

While performing the essential functions of this job, CCQC is continuously required to sit or stand, talk or hear: they may occasionally lift, move, push or pull up to 10 pounds. Specific vision abilities required by this job include close vision. This is an indoor position and the noise level in the work area is usually moderate. There are no harmful environmental conditions…