Title: Senior Telephone Service Representative
Department: Deposit Services
Reports to: VP Call Center Manager
Job Classification: Non-Exempt, Full-time
Job Summary The Position is responsible for providing excellent customer service and quick turnaround in response to customers' calls to the Call Center. This position is located at the Corporate Office in Jackson, Mississippi, and in designated satellite offices.
Primary and Essential Functions • Participate in and lead Strengthening HOPE activities.
- Monitor call center queue to ensure calls are being answered and in a timely manner.
- Monitor calls to ensure that procedures and quality standards are strictly followed.
- Support the VP Call Center Manager to highlight operational risks and seek new ideas and strategies to improve performance in the call center.
- Generate and review reports with VP Call Center Manager to ensure departmental goals of calls handled are met.
- Utilize skills and experience in handling difficult calls.
• Recognize, document, and alert VP Call Center Manager of trends in calls.
- Escalate any appropriate problems to the VP Call Center Manager, as needed.
- Be knowledgeable of and understand HOPE products, services, procedures and guidelines to effectively coach and train team members
- Provide coaching and assistance with training team members.
• Troubleshoot online and mobile banking issues.
• Answer telephone calls from customers and provide assistance as requested.
• Maintain security over customer information.
• Provide excellent customer service in a timely manner.
• Assist with member requests on debit and ATM cards.
• Assist with mail in deposits and loan payments.
• Achieve the call center monthly goal by cross selling products and services.
Secondary Functions • Assist with opening new accounts.
• Assist with processing online account applications.
• Recommend process improvements for the department.
• Perform general administrative duties such as attending meetings, report production, etc.
• Perform other duties as assigned by supervisor.
Regulatory Compliance Requirements
• Must comply with provisions of the Bank Secrecy Act (BSA).
• Must comply with OFAC guidelines.
• Must comply with all provisions of the Children's Online Privacy Protection Act.
• Must comply with all provisions of the Consumer Leasing Act (Regulation M).
• Must comply with all provisions of the Electronic Funds Transfer Act (Regulation E).
• Must comply with all provisions of the Equal Credit Opportunity Act (Regulation B).
• Must comply with all provisions of the Expedited Funds Availability Act (Regulation CC).
• Must comply with all provisions of the Fair Credit Practice Rule.
• Must comply with all provisions of the Fair Credit Reporting Act.
• Must comply with all provisions of the Holder in Due Course regulations.
• Must comply with all provisions of the Reserves on Transaction Accounts (Regulation D).
• Must comply with all provisions of the Servicemembers' Civil Relief Act.
• Must comply with all provisions of the Truth in Lending Act (Regulation Z).
• Must comply with all provisions of the Truth in Savings Act (Regulation DD).
• Must comply with all provisions of the Privacy of Consumer Financial Information regulations.
• Must comply with all provisions of the Right to Financial Privacy Act.
Accountability for Business Results
• Acceptable and effective Call Center customer service levels to increase customer retention
• Timely calls returned to members
Specified Authority Level
• Access to member account information
• Authority to conduct transactions as requested by member on their accounts
• Authority to address member concerns/problems with appropriate resolutions
Competencies/Skills • Working knowledge of word processor, spreadsheet, other PC applications, or mainframe applications to produce non-standard, creative products
• Ability to read and interpret documents, write routine reports and correspondence
• Ability to speak effectively before groups of customers and employees of the organization
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, percent, and interpret data
• Ability to apply commonsense understanding to carry out detailed but uninvolved written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations
• Excellent customer service skills
• Excellent telephone etiquette
Desired Qualifications • Associate's degree; business concentration preferred
• Three or more years of experience in banking/credit union environment as Teller or Member Service Representative or applicable call center experience
Physical Demands
• Employee is regularly required to sit, stand and walk.
• Employee will use hands to finger, handle or feel, reach with hands and arms, and talk or hear.
• Employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment • Employee spends the majority of time in office environment, generally accessible to the public, customers, and potential customers by telephone.
• Noise level in the work environment is usually moderate.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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