Call Center Assistant

Summary:

Call Center Agent is a liaison between Century Bank its current customers and potential customers. The Agent will be able to accept ownership for effectively solving customer issues, complaints and inquires while keeping customer satisfaction at the core of every decision and behavior.

Duties and Responsibilities:

• Manage large amounts of inbound and outbound calls, emails and secure messages calls in a timely manner.

• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.

• Build sustainable relationships and engage customers by taking the extra mile.

• Record all pertinent conversations utilizing Synapsys in a comprehensible way.

• Troubleshoot consumer/business online banking questions including: password reset and multi-factor issues.

• Recognize, document and alert the call center manager of trends in customer calls and suspicious activity.

• Must have a friendly and outgoing personality. Must be able to deal calmly with customers' problems and questions.

• Consistently support the Bank's Mission Statement and Values.

• Comply with bank policies and procedures, and all applicable laws and regulations.

• Perform other duties as assigned

Knowledge and Skills:

• Previous Experience in a customer support role.

• Strong phone and verbal communication skills along with active listening.

• Customer focus and adaptability to different personality types.

• Familiarity with Customer Relationship Management systems (Synapsys)

• High level of Knowledge of all bank products and services

• Basic knowledge of banking regulations.

• Ability to maintain the highly confidential nature of customer information and records.

• Ability to work independently, with minimum supervision.

• Written skills to use proper grammar when communicating via email or online banking messages.

This job description in no way implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by the supervisor. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Century Bank is an Equal Employment Opportunity/Affirmative Action employer and does not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.