Call Center Representative – Evansville, IN

Department: Operations

Job Status: Full Time

FLSA Status: Non-Exempt

Work Schedule: Typically, 8:00 am – 5:00 pm CST,  Monday – Friday.  Must be able to work over-time and Saturdays, if needed.

Location: Evansville, IN

Reports To: Call Center Manager

Amount of Travel Required: Potentially; Between locations and possibly out of state.

Position Summary

The Call Center Representative will be responsible for managing and effectively answering customer service inquiries and resolve problems by researching and troubleshooting issues via telephone, internet or written correspondence.  This position will also support the Operations Department in other facets during downtime.

Essential Functions

  • Provide exceptional phone service, email and web correspondence to customers by responding efficiently and accurately, explaining possible solutions, and ensuring that customers feel supported and valued.
  • Refer and route customer calls to appropriate bank personnel, resources and departments to meet their financial needs.
  • Engaging in active listening with customers by confirming and/or clarifying information to gain a better understanding of their needs to offer answers and solutions.
  • Diffusing any elevated concern or issues that customers may have, and escalating unresolved issues.
  • Seize opportunities to forward customers to branch staff when the opportunities to upsell products arise.
  • Follow up customer calls when necessary.
  • Document all call information according to standard operating procedures.
  • Provide account information such as balances; check clearings, deposit postings, return checks, availability of funds, and statement information.
  • Provide customer assistance/troubleshoot for Retail Online Banking, Mobile Banking, and Debit Cards.
  • Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer.

Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Position Qualifications

Education: High School Graduate or General Education Degree (GED) required

Experience:

  • Banking experience with understanding of company products, services, and policies preferred

2-3 Direct call center/customer service experience 2-3 years of call center experience required

Skills and Abilities:

  • Outstanding written and verbal communication skills
  • Ability to interact professionally with associates, including Executive & Senior Management as well as subject-matter experts.
  • Must demonstrate strong analytical thinking skills and the ability to make sound judgement calls.
  • Advanced organization and time management skills.
  • Proficiency in Microsoft Office suite of products.
  • Excellent organizational and leadership skills with a problem-solving ability.