Call Center Agent I - Full-Time- Floating Shift - Zebulon, GA
Company: United Bank
Location: Zebulon
Posted on: August 7, 2022
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Job Description:
Job Description Job Summary: Hours rotating shifts between the
hours of 7:00am and 8:00pm, with rotating weekends Under general
direction, the Call Center Agent I is responsible for independently
assessing and processing inbound calls to deliver a seamless
service experience that deepens and strengthens customer
relationships. These calls require initiative, accuracy, and sound
judgment. It is imperative that the agent employ effective
communication skills in all their interactions with customers and
fellow bank employees. Candidates should be able to work hours
below: General Description/Duties: Duties include but are not
limited to the following: Process up to 120-130 daily inbound calls
for account inquiries, product and service information, bank policy
and various customer service requests. While performing these
duties, actively pursues opportunities to establish new
relationships and expand existing customer relationships. Provide
initial support and answer inquiries regarding electronic delivery
channels such as internet banking. Serve as a help desk for other
bank employees and provide branch solutions to include the
following: initial contact for internal technology problems;
processing of Reg CC holds, transfers, debit and credit card
maintenance requests, monitoring of ATM and IVR systems. Identify
and recommend solutions to resolve customer issues; when
appropriate refers customers to specialists within the Bank who are
better equipped in servicing the customer. Timely follow up on all
maintenance and research transactions. Maintain awareness of trends
with debit/credit card transactions and escalate for fraud
prevention. Maintain records of completed customer requests for
service and audit tracking. Position will be required to comply
with all Federal and State banking laws and related regulations, to
include but not limited to the Bank Secrecy Act. Performs other
duties as assigned. Requirements: Basic knowledge of United Bank
products and services. Basic working knowledge of bank resources,
the areas of expertise and the Bank---s policies and procedures.
Ability to quickly recall or locate specific information and
resources. Adaptive to new technology and able to navigate the
Bank---s computer information and telephone system. Basic working
knowledge of common computer applications such as Microsoft
Outlook, Word, Excel. Effective verbal communication skills that
include the ability to listen intently, speak clearly, and explain
complex issues simply and concisely, while engaging the customer in
pleasant conversation. Basic written communication skills including
the ability to use proper grammar and spelling while conveying a
friendly, helpful demeanor. Attention to detail and accuracy in
both written paperwork and customer interactions. Ability to do
moderate multi-tasking and problem solve as needed. Demonstrates a
positive, respectful attitude and the ability to work harmoniously
with other employees. Confident, self-motivated, and skilled in
time management
Keywords: United Bank, Atlanta , Call Center Agent I - Full-Time- Floating Shift - Zebulon, GA, Sales , Zebulon, Georgia
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