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Call Center Specialist
Department: Retail Banking / Reports To: Call Center Manager / Grade: Starting at $20.00
- Utica, NY
Summary
- Understand the products and services provided to customers by the bank
- Understand the policies and procedures of the bank and must be adhered to
- Understand the regulations that each call center representative is required to comply with and the impact resulting from non-compliance
- Ability to work in a fast-paced environment while answering customer inquiries in a timely and accurate manner
- Be willing and able to work from alternate location or home during a disaster or other event
- Through the referral process, identify new opportunities by listening to customer needs and recommending products and services that will expand the customer relationship
**Must possess knowledge of all applicable consumer compliance regulations
Essential Duties
Service
- Being courteous – answer all calls using a professional greeting, use customer name to engage in conversation, etc. and other skills prescribed by GEE Consulting program
- Being knowledgeable – understand features and benefits of products and services
- Being accurate – accurately maintain records of customer calls and any required documentation while assisting customers with product and service inquiries
- Perform account maintenance within established guidelines and obtain required documentation for back-up in adherence to policies and procedures
Sales
- Identify referral opportunities by listening for ques, profile existing customers, identify needs through active listening, recommend solutions, handle objections, and complete the referral to applicable branch or Business Partner based on the need identified
- Participate in daily huddles by sharing success stories regarding referrals
- Participate in outbound sales and service calls to customers or potential customers to provide product sales information
- Follow the sales disciplines that enhance the overall customer experience. To be proactive in carrying out sales activities that expand the customer relationship
Operations
- Adhere to policies and procedures – understanding the impact on audit and compliance
- Ensure timely and accurate routing of work
- Participate in training opportunities in the department for all assigned duties and ensuring they keep current as progressing changes occur. Assist with policy and procedure updates as applicable
- Ability to multitask between answering customer calls, incoming chats, and emails
Confidentiality
- Protect customer information
- Follow all bank security requirements
- When verifying customers follow the guidelines in collecting at least three identification questions.
- When sending customer data utilize the secure email function
Self-Development
- Participate in both online and classroom training as recommended to expand knowledge and sharpen skills in current role
- Participate in cross training to additional roles as requested
Communication
- Deliver verbal and written communications in a professional manner
- Understand the impact non-verbal communication can have on delivery of a message
- Active listening with the ability to problem solve and provide resolution
- Ensure the use of professional spelling, grammar, and email etiquette
Community
- Participate in bank sponsored events
*Required to attend or participate in necessary compliance training, including but not limited to BSA, Security, Information Technology, OFAC, Privacy and applicable BVS courses
Job Requirements
- High School diploma or GED
- Minimum of one year customer service experience
- Exceptional customer service and communication skills
- Working knowledge of computers
- Proficient keyboarding skills
- Perform other duties as assigned by management
