CONTACT CENTER REPRESENTATIVE

　　Part time hours (Monday-Friday)10am-2pm

　　Hybrid Optional

　　JOB SUMMARY: 

　　Performs a wide variety of activities in the Contact Center.  Engages with customers in a blended virtual environment consisting of telephone, interactive video, web chat, secure mail and online banking interactions. Works with a quick and efficient pace with a primary focus of delivering exceptional customer service virtually.  Possesses extensive knowledge of bank products and services in an effort to identify customer needs and makes referrals and sales as appropriate. 

　　JOB DUTIES: 

　　Process transactions in a non-traditional teller environment while offering excellent service using various forms of digital interaction. Transactions may include withdrawals, deposits & paymentsSupport and service new and existing customers using various forms of digital interaction, phone calls and e-mails, to ensure delivery of consistent, prompt, and professional customer experienceAnswers incoming calls to the bank, transferring to other departments/employees only when necessaryResolves customer issues efficiently and professionally with knowledge of all products, services and softwareLooks for and suggests additional contact methods for customers in order to deliver exceptional customer serviceLooks beyond the initial contact question to gain in-depth detailed understanding of each customer's needs and refers bank products and servicesResponsible for attaining monthly sales goalsResponsible for timely responses to incoming emails to the general bank email addressResponsible for handling online banking chatsAdheres to all Federal and State laws and regulations, including the Bank Secrecy Act.Other duties as assigned by the Team Lead and Office Managers

　　ESSENTIAL FUNCTIONS:

　　Use of handsVisionCommunicate verbally

　　JOB SPECIFICATIONS:

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