Job: Contact Center Rep I - Start 9/6/11 - FT & PT

Jobing Description

Requisition ID: 32948 Contact Center Rep I - Start 9/6/11 - FT & PT Full Time Regular posted 07/13/2011
Fargo, ND

Requirements

Must be available to attend the 4 week training starting on 9/6/11. Training is Monday through Friday 8:30 - 5:30.

Various full and part time shifts available.

Position Summary
Responsible for responding to customer requests for information on accounts and related products and services. Answers incoming telephone calls on a continuous basis, using a headset. Completes appropriate forms, either on-line or on paper, to assist customers with requests.

Position Accountabilities
- Provides information on accounts and loans as requested including balances, service charged, posted and non-posted items, and funds availability. Quotes interest rates and fees. Completes requests for statement or item copies.
- Completes maintenance as requested including address changes, check orders, stop payments, warnings, account closings and ATM card captures.
- Provides information on bank products as requested by the customer. This may include recommending alternative banking products to better meet the customer s banking needs.
- Provides information on bank services including branch and ATM locations and referring the customer to other areas within the bank to meet the customer s request (such as corporate services or branch of account.)
- Completes General Investigation and Regulation E dispute documentation as required.
- Follows bank policies and procedures to ensure confidentiality of customer records.
- Meets service level guidelines and production standards based on documented performance criteria for grade level and shift worked. Standard measurements including, but are not limited to, service delivery, calls per hour, schedule adherence, and attendance and punctuality. Calls are monitored and feedback provided according to established expectations and guidelines.
- Participates in training classes as needed.
- Completes verifications of deposits and other miscellaneous work.
- Performs other duties as assigned or required.

Job Specifications
Required Education or Equivalent Experience
- High school diploma

Required Experience
- Six months prior customer service experience

Field of Experience
- Banking or other financial institution experience preferred

Administrative/Technical Skills
- Ability to operate various equipment including ISC and IBM terminals and related peripheral equipment
- Data entry skills (typing alpha and numeric required)
- Ability to communicate effectively, courteously and provide the customer with accurate information
- Excellent telephone etiquette
- Ability to work independently as well as part of a team
- Professionalism necessary for public contact position