Call Center Representative

PRIMARY PURPOSE OF JOB

This position provides quality service via telephone, internet banking, or chat features for all customer requests and inquiries regarding account maintenance, balance transfers, stop payments, statement requests, etc. in an efficient and professional manner.

ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS - Other duties may be assigned

• Provides a full range of customer service-oriented telephone and chat and e-mail support activities to customers; greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; issues messages.
• Resolves customer concerns, basic problems and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; reverses customer fees or charges within given authority; escalates unresolved problems; follows up with customers as needed.
• Troubleshoots issues and provides helpdesk functions to internet banking customers.
• Explains features and benefits; identifies and acts upon potential cross sell or up sell opportunities; obtains enrollment information for online banking.
• Possesses knowledge of different deposit and loan products, overdraft procedures, stop payment procedures, ATM/Debit Card procedures, account maintenance procedures, etc.
• Serve as a back-up or additional assistance to Retail Operations area as needed.
• Develops and maintains an in-depth knowledge of current MA Bank products and services, as well as corresponding bank policies, procedures, and processes; stays current on regulations affecting MA BANK products and services.

ADDITIONAL JOB DUTIES

• Represents MA Bank in various community, civic, and community reinvestment functions to further enhance the Banks image and develop additional business.
• Stays current on products available in other bank departments; matching customers to new services and product promotions; ascertaining customers' needs.
• Complies with bank operations and security policies and procedures.
• Maintains a professional appearance and work area; dressing in accordance with bank dress code; keeping work area stocked with required supplies; organizing work space for efficiency and appearance; reporting malfunctions of computers and other equipment.
• Maintains customer confidentiality and protects bank operations by guarding customers personal and account information; being vigilant regarding potential information security threats
• Maintains knowledge of and complies with regulatory guidelines governing financial institutions and MA Bank policies and procedures by completing assigned and voluntary training; reading and reviewing MA Bank polices & procedures at time of hire and subsequent revisions.
• Contributes to a team effort for the bank by completing other duties as needed.
• Other duties and responsibilities, as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent customer service and engagement skills with proven ability to deescalate problem situations.
• Analytical skills and ability to trouble-shoot problems.
• Attention to detail and ability to minimize errors in work.
• Good understanding of banks products and services.
• Good computer skills with basic understanding of internet web browsers and operating systems and good knowledge of software (Outlook, Excel, Word, Adobe, Banking Software).
• Good knowledge of office equipment including an advanced phone system.
• Ability to establish and maintain effective working relationships with other employees.
• Ability to communicate professionally with coworkers, customers and vendors.
• Ability to convey a pleasant, calm and confident speaking voice over the phone.
• Ability to work in a constant state of alertness and safe manner.
• Ability to perform other related work as assigned.

ORGANIZATIONAL CORE COMPETENCIES

Building Trust: Interacting with others in a way that gives them confidence in ones intentions and those of the organization. This includes building trust within the organization between people and departments; and external of the organization with suppliers, customers, and other stakeholders.

Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities, without putting the company at risk; crafting and implementing service practices that meet customers and own organizations needs.

JOB-SPECIFIC COMPETENCIES

Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.

Engagement Readiness: Demonstrating a willingness to commit to ones work and to invest ones time, talent, and best efforts in accomplishing organizational goals.

Managing Work (includes Time Management): Effectively managing ones time and resources to ensure that work is completed efficiently.

Quality Orientation: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.

Sales Ability/Persuasiveness: Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.

EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS

• High School diploma or equivalent required.
• Some customer service experience required preferable over the phone and in the financial industry.

PHYSICAL CONTEXT AND WORK ENVIRONMENT

The work environment is usually a well-lighted, environmentally controlled indoor environment with a moderate level of noise.

The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.