SUMMARY
The Contact Center Representative is responsible for the electronic delivery systems (including but not limited to video, phone, live chat, email), of the Bank’s products and services to external and internal clients and consumers. Fulfills a multitude of customer service requests (including but not limited to processing financial transactions, account maintenance, password resets, resolving customer concerns) accurately, efficiently and effectively in accordance with the Bank’s policies and standard operating procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Demonstrates an understanding of client interface technology, electronic delivery systems, and various software applications used by the company.
- Provides professional assistance to clients through electronic delivery systems, supporting a wide range of transactions and services.
- Guides clients through account-related requests such as new account openings, account updates, and other electronic banking needs.
- Educate clients on the Bank’s electronic delivery services by identifying opportunities to enhance their banking experience.
- Responds promptly and courteously to client inquiries, concerns, or complaints received through digital channels, ensuring issues are resolved efficiently and accurately.
- Collaborate with team members to maintain service level standards and ensure all queues are handled effectively with departmental guidelines.
- Maintains a professional and courteous demeanor in all client interactions, reflecting the Company’s commitment to exceptional client experience.
- Assists with client research and follows established procedures to resolve issues or complete requests accurately.
- Reviews and verifies electronic banking reports and processes to ensure data accuracy, fraud prevention, and compliance with departmental standards.
- Proactively identifies potential risk or unusual account activity to help prevent fraud and protect both the Bank and the clients.
- Complete all internal Company training as assigned and required.
- Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
- Exhibit the ability and desire to embrace and enhance the Company culture.
OPERATIONAL RESPONSIBILITIES
- Stays informed on new technologies and electronic banking trends to better assist clients.
- Consistently meets or exceeds individual and departmental performance goals.
- Follows established procedures and contributes to continuous improvement efforts to enhance operational efficiency.
- Protects the confidentiality and integrity of all clients and bank-related information in compliance with regulatory and company policies.
GENERAL EXPECTATIONS
- Maintains flexibility to work variable schedules between 7:00 AM & 7:00 PM, including Saturdays from 7:00 AM to 7:00 PM, as required. All hours are in Eastern Standard Time.
- Performs additional duties as assigned to support departmental and organizational objectives.
- Adheres to the CARE model, demonstrating Client Focus, Accountability, respect and Excellence.
Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.
SUPERVISORY RESPONSIBILITIES
None
