Job Description

POSITION SUMMARY:

The Contact Center Representative is responsible for answering in-bound calls and providing a professional, efficient one-stop customer service approach to customers contacting the bank for support and/or services both by phone, via chat and through ITM (interactive teller machines). Provides effective, efficient, consistent and professional customer service. Seeks opportunities to attract, retain and expand customer relationships. Interacts with all bank employees in order to service the customer and exceed their expectation.

ACCOUNTABILITIES:

Sales & Service: 90%

• Properly identifies the customer and provides information/assistance accurately, efficiently and professionally to ensure the safety and soundness of the organization.
• Actively engage in conversation with customer to understand their needs and recommend appropriate products and services.
• Identifies customer needs to all business lines, makes appropriate recommendations and takes action to satisfy their needs; follows up on any action needed related to each transaction.
• Answers questions, researches problems and performs various operational duties including but not limited to: deposit accounts, loan accounts, debit and credit cards, electronic banking, safety deposit box, fraudulent account situations, and account reconciliation services in effort to achieve desired resolution level metric
• Performs transactions such as account transfers, stop payments, open online accounts, orders checks, reset passwords for online and mobile banking, reset PINs and performs maintenance on debit and credit cards, etc.
• Interact with ITM customers and manage all ITM customer transactions and support requests. Includes but not limited to deposits, withdrawals, check cashing and other teller transactions.
• Reconciles cash drawer proving cash transactions and reconciling currency within ITM.
• Responsible for monitoring and responding to website inquires and messages left in the main voice mailbox.
• Monitors and responds to online chat.
• Escalates and refers delicate situations to the appropriate Officer.
• Promotes quality customer service to both internal and external customers and promotes teamwork among other bank departments and offices through the use of referrals and support services.
• May be asked to compile monthly phone reports, which are summarized quarterly for management.
• May be asked to perform general word processing duties associated with customer correspondence and other related operational duties.
• May be asked to manage the uOpen platform.
• Collaboration with other staff, departments, etc. to resolve issues and improve processes.

Other duties: 10%

• Performs other work-related duties as assigned by supervisor.
• Complies with bank operations, security, and compliance procedures by participating in all dual control functions.
• Maintains customer confidence and protects bank operations by keeping information confidential.
• Contributes to team effort by accomplishing related results as needed.
• Stays up-to-date with changes in banking industry and is constantly aware of competition.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
• Participates in civic and community activities to generate visibility and contact for the bank.
• Attends mandatory compliance and security sessions. Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.

COMPETENCIES:

Customer Service

• Exhibits customer focus acknowledges & listens to customer, and provides friendly, courteous, and efficient service.

Verbal/Written Communication Skills

• Provides information to customers outside the organization, supervisors, co-workers, and subordinates clearly and concisely in writing, by telephone or through e-mail.

Documenting/Recording/Processing Information

• Enters, transcribes, records, stores or maintains information in written or electronic/magnetic form.

Attention to Detail/Accuracy

• Is careful, exact, and free from mistakes and errors. Adheres closely to a set of standards.

Organizing, Planning & Prioritizing Work

• Develops specific goals and plans to prioritize, organize, and accomplish work.

Adaptability

• Adjusts quickly to different work situations and remains composed under pressure and in stressful situations.

Problem Solving

• Analyzes information and evaluates results to choose the best solution and solve problems.

ENVIRONMENTAL CONDITIONS:

• Work is performed primarily indoors in an office setting.
• Remote work may be available upon supervisor approval.

PHYSICAL AND MENTAL DEMANDS:

• Position accountabilities are typically performed while sitting for most of the day while talking to customers on the phone for long periods of time in a fast-paced environment. 90% of the workday is spent handling customer calls, chats and/or ITM interactions from assigned workspace. This position requires a flexible work schedule to include Saturday rotations. The physical and mental demands of this position are representative of those that must be met by an employee to successfully perform the essential position accountabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position and accountabilities. First Citizens Bank reserves the right to review each requested accommodation and determine if it poses an undue hardship.

KNOWLEDGE, SKILLS AND ABILITIES

• Greater than one year banking experience and/or associates degree or combination of. Will consider an equivalent work experience of at least three years in the banking or closely related field.
• Skill in performing basic mathematical principles (such as addition, subtraction, multiplication, division, decimals) in account transactions.
• Knowledge of the layout and functions of the computer keyboard and ten key adding machine; skill of using the touch system to perform data input.
• Knowledge of and ability to cross-sell FCB products and services to customers-such as the ability to identify customers' needs, communicate services, explain advantages, and close sales activity.
• Skill in working with the public, presenting a professional image of the bank, and servicing prospective and current customer inquiries, requests, and complaints.
• Knowledge of current compliance related issues plus new and updated regulations.
• Sales/Business development techniques and practices

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