Contact Center Representative I

Description

SUMMARY

The Contact Center Representative is responsible for the electronic delivery systems (including but not limited to video, phone, live chat, email), of the Bank’s products and services to external and internal clients and consumers. Fulfills a multitude of customer service requests (including but not limited to processing financial transactions, account maintenance, password resets, resolving customer concerns) accurately, efficiently and effectively in accordance with the Bank’s policies and standard operating procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• •Demonstrates an understanding of client interface technology, electronic delivery systems, and various software applications used by the company.
• •Provides professional assistance to clients through electronic delivery systems, supporting a wide range of transactions and services.
• •Guides clients through account-related requests such as new account openings, account updates, and other electronic banking needs.
• •Educate clients on the Bank’s electronic delivery services by identifying opportunities to enhance their banking experience.
• •Responds promptly and courteously to client inquiries, concerns, or complaints received through digital channels, ensuring issues are resolved efficiently and accurately.
• •Collaborate with team members to maintain service level standards and ensure all queues are handled effectively with departmental guidelines.
• •Maintains a professional and courteous demeanor in all client interactions, reflecting the Company’s commitment to exceptional client experience.
• •Assists with client research and follows established procedures to resolve issues or complete requests accurately.
• •Reviews and verifies electronic banking reports and processes to ensure data accuracy, fraud prevention, and compliance with departmental standards.
• •Proactively identifies potential risk or unusual account activity to help prevent fraud and protect both the Bank and the clients.
• •Complete all internal Company training as assigned and required.
• •Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• •Exhibit the ability and desire to embrace and enhance the Company culture.

OPERATIONAL RESPONSIBILITIES

• •Stays informed on new technologies and electronic banking trends to better assist clients.
• •Consistently meets or exceeds individual and departmental performance goals.
• •Follows established procedures and contributes to continuous improvement efforts to enhance operational efficiency.
• •Protects the confidentiality and integrity of all clients and bank-related information in compliance with regulatory and company policies.

GENERAL EXPECTATIONS

• •Maintains flexibility to work variable schedules between 7:00 AM & 7:00 PM, including Saturdays from 7:00 AM to 7:00 PM, as required. All hours are in Eastern Standard Time.
• •Performs additional duties as assigned to support departmental and organizational objectives.
• •Adheres to the CARE model, demonstrating Client Focus, Accountability, respect and Excellence.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

SUPERVISORY RESPONSIBILITIES

None

Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• •High School Diploma or GED required
• •Minimum of 12 months retail customer facing related experience (does not need to have banking or call center experience)
• •Strong attention to detail
• •Integrity
• •Multitasker
• •Strong verbal/written communication and organizational skills is a must.
• •Experience with electronic delivery systems including Internet Banking, Mobile Banking/Mobile Deposit, eStatements, Bill Pay, etc. is preferred.

SKILLS

• •Basic knowledge of the banking and financial services industry including federal laws and regulations
• •Willingness to gain new knowledge and technical skills.
• •Intermediate typing skills to meet the production needs of the position.
• •Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• •Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

KEY POINTS

For those seeking to deliver the latest financial solutions rooted in trustworthy, high-quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever-evolving financial journey, today and tomorrow. While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits.

Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.

Here at Charlesbridge, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together,