*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: *

1. Process transactions in a non-traditional teller environment while offering excellent service using various forms of digital interaction. Transactions may include withdrawals, deposits & payments
2. Support 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 experience
3. Answers incoming calls to the bank, transferring to other departments/employees only when necessary
4. Resolves customer issues efficiently and professionally with knowledge of all products, services and software
5. Looks for and suggests additional contact methods for customers in order to deliver exceptional customer service
6. Looks beyond the initial contact question to gain in-depth detailed understanding of each customer's needs and refers bank products and services
7. Responsible for attaining monthly sales goals
8. Responsible for timely responses to incoming emails to the general bank email address
9. Responsible for handling online banking chats
10. Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act

11. Other duties as assigned by the Team Lead and Office Managers

     

ESSENTIAL FUNCTIONS:

1. Use of hands
2. Vision

3. Communicate verbally

    

JOB SPECIFICATIONS:

Education: High School Diploma or equivalent

Skills:            

Ability to interact with customers in a warm and caring manner

Ability to perform simple arithmetic opera