Call Center Associate
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The Call Center Associate is responsible for answering customer inquiry calls and resolving customer inquiries in a timely manner.
Ensures compliance with established Bank policies and procedures. Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Gramm-Leach-Bliley Act (GLBA), Regulation Z (Truth in Lending Act) ), Regulation DD (Truth in Savings Act), Regulation B (Equal Credit Opportunity Act), Dodd–Frank Wall Street Reform and Consumer Protection Act (Dodd Frank Act), Elder Abuse Laws, Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program, Right to Financial Privacy Act (state and federal) and Community Reinvestment Act.
1.Provides timely and accurate information to customer's inquiries.
2.Performs a variety of routine daily tasks; review reports, prepares correspondence; and participates in special department projects.
3.Responds to inquiries or refers inquiries to the appropriate department or person, and exhibiting the necessary follow through with customers and/or staff involved.
4.Assists customers with routine account-related requests, stop payments, address changes, online banking setup, account charges, inquiries about ATM debit card usage and limits, and checking and savings accounts transactions.
5.Maintains knowledge of and compliance with banking regulations.
6.Meets standards for production volume, accuracy, and completeness.
7.Identifies opportunity to grow customer relationships with bank through referral programs.
8.Utilizes all available resources, and communication skills to resolve customer inquiries or issues to avoid escalation to extent possible.
9. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
10. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educate others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
11.Follows policies and procedures; completes tasks correctly and on time; supports the company's goals and values.
12.Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.
13.Performs duties specific to the position and other functions as assigned.
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
•High School Diploma and at least 2 years of related experience and/or training.
•Strong written and oral communication skills
•Essential experience, knowledge and training in all banking operational activities and terminology.
•Essential knowledge of related state and federal banking compliance regulations, Company operational policies and procedures, and the Company's products and services.
•Must have working knowledge/understanding of retail banking system, products.
Intermediate skills in computer terminal and personal computer operation, mainframe computer system, word processing, typing and spreadsheet software programs to meet the needs of the position.
•Intermediate math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
•Basic typing skills to meet production needs of the position.
Good verbal, written and interpersonal communication skills, with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, and speak clearly to customers and employees.
Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
•Ability to work with no supervision while performing duties.
Current driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
We are an Equal Opportunity/Affirmative Action Employer. All applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status, or any other characteristic protected by law. We will consider all qualified applicants regardless of criminal histories, in a manner consistent with the requirements of all applicable state and local laws and regulations. Applicants must be currently authorized to work in the United States for any employer.
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