Call Center Agent Job at Sutton Bank
Summary:
Responsible for answering incoming core banking customer and payments/prepaid cardholder inquiries. Provides over-the-phone customer assistance with items such as: requesting account information, maintenance and account set-up, etc. Responsible for establishing accounts received through on-line requests. Creates files to move funds within the bank, as well as, external establishments. Assists customers with account issues, identifies needs and cross sells other banking solutions.
Qualifications:
Education: High School Diploma. One year of education and/or training beyond high school, preferred. Or equivalent combination of education and experience.
Licenses/Certifications: None.
Experience: Three to six months of related experience and/or training.
Essential Functions:
Job Specific:
- Process new on-line banking and bill pay requests received through the website. Validate customer identity, determine eligibility, establish and maintain customer access.
- Answer customer questions pertaining to account balances, discrepancies, security and general account use. Research customer discrepancies, correct issue and follows-up with customer in a timely fashion.
- Correct errors resulting from the implementation of new accounts.
- Perform account maintenance as directed by retail and loan customers. Reset PIN/debit numbers, transfer funds, verify account activity.
- Identify customer banking needs and cross-sells other banking products.
- Maintains communication with customers via the phone, written correspondence and e-mails.
Knowledge/Skills/Abilities:
- The ability to communicate effectively and clearly, both in verbal and written communications.
- Excellent interpersonal skills.
- Strong knowledge of the business area that is being supported.
- Self-directed and motivated.
- The ability to manage multiple tasks.
- Provide exceptional customer service with each interaction. Exercise good judgment when performing job functions to safeguard the assets of the bank and the customer.
Sutton Bank is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or protected veteran status.
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