Call center agent

GENERAL FUNCTION:

Handles customer telephone calls in English and other language(s), providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Bank products and services, and upsells and cross-sells other products based on the customer's needs. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handles customer calls in a professional, courteous manner using English and other language(s).
• Provides accurate information to the customer. Explains products and policies so the customer can understand. Takes every step possible to answer the customer's question or solve the problem during the call, without transferring the customer to another employee or department.
• When follow-up is required, do so within the timeframe committed to the customer.
• Follows departmental policies and procedures, particularly in regard to customer confidentiality. Accurately enters or confirms customer information into the database; initiates and/or completes proper request forms in assisting customers.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting. Educates the customer about Bank products and services and upsells and cross-sells other products based on the customer's needs.
• Suggests improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Continually learns and develops knowledge of Bank products and services.
• Performs any other duties assigned.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school education or equivalent.
• Must be able to perform data entry and basic computer skills.
• Knowledge of banking products and procedures helpful.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Previous customer service or call center experience preferred.

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