Position Title: Customer Contact Center – Inbound Associate
Reports To: Customer Contact Center Inbound Manager or Team Leader - Inbound
Department: Customer Contact Center
FLSA Status: Non-Exempt
Purpose: Five Star Bank is seeking motivated candidates to fulfill the position of Customer Contact Center – Inbound Associate. This position will act as first line of contact and trusted consultant to our customers. The Customer Contact Center – Inbound Associate will work directly with our customers to meet their needs and provide the best customer service.
Supervisory Responsibilities:
Degree of Supervision Received: Moderate
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Supervision Received (title): Customer Contact Center Inbound Manager or Contact Center Team Leader - Inbound
Degree of Supervision Given: NA
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Supervision Given to (Titles): NA
Essential Functions:
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Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls.
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Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities
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Identify customer needs and suggest appropriate products and services to meet their needs.
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Utilize technology to support and troubleshoot online services, gather information, and track customer interactions.
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Use critical thinking to remain solution-focused.
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Identify opportunities to help our customers and grow our business.
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Follow bank policies, procedures, all applicable laws, regulations and compliance.
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Flexibility to work various shifts including evenings, weekends, and holidays.
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Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.
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This job description is not exhaustive. The [Job Title] may be required to perform other duties as assigned, including supporting other talent development and planning work that supports the business success.
Job Related Qualifications – Education and Prior Experience:
Required:
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Education: High School Diploma or Equivalent
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Prior Experience: 3 years Customer Experience, Contact Center
Preferred:
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Education: High School Diploma/Associate Degree
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Prior Experience: 5 years Customer Experience, Contact Center
Competencies:
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Excellent communication skills (both verbal and written).
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Strong customer-service skills.
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Ability to organize and prioritize to meet deadlines.
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Bank experience preferred.
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Proficiency in Windows based and Microsoft office applications.
Physical Requirements:
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Able to regularly sit for prolonged periods of time.
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Able to travel:
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Extensive computer usage is required.
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Ability to work:
