Contact Center Agent at Richwood Bank in Richwood, OH, USA

Job description

• The Contact Center Agent position is very important and valued because you will be educating and assisting our most valuable asset - our customer - in a new and challenging way. Our Contact Center Agents must be highly skilled and possess knowledge touching all areas of the Richwood Bank.
• Richwood Bank prides itself on unique culture and all team members should be active and engaged participants.
• Richwood Bank has a comprehensive benefits package for full time employees including but not limited to, medical and wellness program, dental, vision, employee assistance plan, life insurance and supplemental short-term disability. Full-time and part-time employees have access to a 401(k) plan, an enhanced Wellness program, tuition reimbursement and tons of professional development opportunities!

Responsibilities

• Greets customers by phone and chat pleasantly and effectively
• Educates customers how to gain the most potential from the current services they have, and recognize opportunities to cross promote more products and services that will benefit their life goals
• Demonstrates knowledge of all accounts, products and services offered
• Supports customers with all account and service needs that are capable via phone or chat
• Sets appointments with customers who may need to be physically present for banking needs
• Communicates with teams and branches of appointments or customer follow up needs
• Stays current on rates for CDs, savings IRAs and interest-bearing checking
• Listens to customer needs and recommend the best solutions to help them succeed
• Assists team with miscellaneous office support as needed and when time allows
• Ensures work completed is accurate and appropriate. Verifies and validates all data to confirm accuracy and reliability. Paying close attention to details of all information received and entered.

Requirements

• Excellent customer service skills
• The ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with bank exposure to loss and fraud
• Strong Problem-solving skills
• Mathematical skills
• In-depth knowledge of our bank products and services
• Work well under pressure and in a fast-paced environment
• Ability to identify opportunity to educate customers of more products and services that may fit their needs (cross promotion)
• Strong communication skills
• High degree of accuracy
• Detailed and organized
• Maintain confidentiality at all times
• Maintain a positive can-do attitude towards your team and customers
• Knowledge of various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Biley Act, Regulation E and teller roles and responsibilities relating to each act
• Punctual
• Driven to succeed and open minded to learn more about new technology within our industry
• Accurate typing skills; basic computer skills, including the use of word processing, spreadsheet software applications, and e-mail
• High School Diploma or GED required; college preferred
• One year banking required

Skills

Required

• Excellent customer service skills
• Strong Problem-solving skills
• Mathematical skills
• Strong communication skills
• High degree of accuracy
• Detailed and organized
• Maintain confidentiality at all times
• Punctual