ESSA Bank, Contact Center Agent

Essa Bank • Stroudsburg, PA • 3d ago

Apply

Job Type

Full-time

Description

A Contact Center Agent is responsible for providing exceptional customer service for CNB's Family of Banks and support to clients through calls, live chats, and text messages. This includes assisting with transactions, troubleshooting issues, and answering inquiries.

Below is a list of essential functions for this position. Additional responsibilities may be assigned in the position.

KEY RESPONSIBILITIES

Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services.

Accurately assist clients with various transactions and account inquiries, ensuring accuracy and efficiency through calls, live chats, and text messages.

Diagnose and provide support in solving technical problems clients may encounter with the call, live chat, or texting platform.

Ensure each interaction is positive and personalized, making clients feel valued and understood.

Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency.

Adhere to all bank policies and procedures and ensure the adherence of bank policies and procedures.

ATTITUDES

Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:

Respect: Demonstrate respect by actively listening, communicating with courtesy, and ensuring every client feels valued throughout their experience.

Client Focus: Actively understand client needs and deliver prompt, thoughtful solutions that enhance their overall experience.

Inclusion: Treat every coworker and client with fairness and empathy, ensuring each person feels heard, respected, and welcomed.

BEHAVIORS

Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

Leadership: Take initiative, support teammates, and consistently model the professionalism and service standards that create an exceptional client experience.

Integrity: Be honest, dependable, and transparent in every interaction, ensuring clients can trust the support and information I provide.

Collaboration: Work closely with teammates, sharing information openly, and support collective problem-solving to ensure clients receive the best possible service.

Volunteerism: Engage in community initiatives and encourage others to make a positive impact beyond our daily work.

COMPETENCIES

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

Accountability: Take ownership of actions, following through on commitments, and ensure every client receives accurate, dependable support.

Innovation: Embrace new ideas, adapt quickly to change, and find creative ways to enhance the client experience.

Professionalism: Communicate respectfully, maintain composure in all situations, and consistently deliver reliable, high-quality support to every client.

POSITION LEVEL(S) EXPECTATIONS

CC Agent I

Provides exceptional personalized service to clients by means of client contact center calls, live chats, and text messages.

Successfully addresses all service or transaction needs and refer banking products and services as appropriate.

CC Agent II

Consistently demonstrate Level I responsibilities.

Consistently demonstrates "good" and/or "very good" on performance appraisal ratings.

Successfully masters personalized service to clients by means of client contact center calls, live chats, and text messages, and all other relevant banking systems, with little to no assistance.

Supports CC Agent I coworkers with on-demand, real-time support post-training and ongoing expertise in the absence of a Senior CC Agent, CC Assistant Manager, or CC Manager.

Strong source of knowledge on all divisional products and services.

Consistent in attendance and punctuality, according to the monthly schedule.

Senior CC Agent

Consistently demonstrates Level I and II responsibilities.

Takes the lead and manages more complex client interactions, e.g., fraud cases, wires, and escalated client interactions.

Knowledgeable and trained to willingly assist in supporting the ITM Department responsibilities, e.g., ITM transactions, contact center emails, and online/mobile banking messages, as needed/assigned by CC Assistant Manager or CC Manager.

Consistently demonstrate being solutions-oriented and all ten Core Values daily.

Strong source of knowledge for ongoing changes to policies & procedures.

SEEKS PROFESSIONAL DEVELOPMENT OPPORTUNITIES

Actively participate in expanding skill sets and career paths by attending training programs, workshops, certifications, and educational resources relevant to the role.

Requirements

QUALIFICATIONS, EDUCATION, & EXPERIENCE

To perform this position successfully, an individual must be able to perform each essential position requirement satisfactorily, and a skills inventory is listed below. High school diploma or general education degree (GED) is required, with related contact center experience. A background screening will be conducted.

LANGUAGE SKILLS: Ability to read, comprehend, and interpret documents. Possesses professional communication and interpersonal skills to write and speak effectively both one-on-one and before groups of clients or employees of the organization. Ability to communicate with clients directly and effectively.

TECHNOLOGY SKILLS: Ability to utilize telephone systems and possess good digital literacy including email, internet and intranet use. Prior experience or the ability to learn core transaction system, including eBanking, various software/hardware, contact center chat/email technology, debit card system, statement processing system, and any other computer programs pertinent to performing job duties.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure. Ability t

Similar Jobs

Relationship Banking Representative

Community Bank System Inc. • Easton, PA • 2w ago

Finance, Accounting & Banking

Overview At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., opera...

2w ago

Go to Apply

Accountant

U.S. Army Communications Electronics Command • Tobyhanna, PA • 2w ago

Finance, Accounting & Banking

Summary About the Position: This Accountant position is a key professional role within the Directorate Resource Management at Tobyhanna Army Depot. As a GS-11 Accountant, you will play a vital role in ensuring the fiscal...

2w ago

Go to Apply

Banking Associate- Palmer Park, PA (30 Hours)

TD Bank • Easton, PA • 2w ago

Finance, Accounting & Banking

Work Location: Easton, Pennsylvania, United States of America Hours: 30 Pay Details: $22.00 - $27.75 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities...

2w ago

Go to Apply

ESSA Bank, Mortgage Underwriter (Home Equity)

Essa Bank • Stroudsburg, PA • 3w ago

Finance, Accounting & Banking

Apply Job Type Full-time Description Mortgage Underwriters are detailed-oriented people who will thrive in a time sensitive and sophisticated environment. Underwriters provide support to the Home Equity Team Leader, Mort...

3w ago

Go to Apply

Coldheader/Threadroller Machinist

MW Industries • Easton, PA • 1d ago

Manufacturing & Warehouse

JOB SUMMARY Responsible for daily and regularly scheduled preventive maintenance and repairs on complex mechanical production equipment, and assisting with production by ensuring machines operate correctly. REPORTING TO...

1d ago

Go to Apply

Full Time Sales Manager

Michaels • Stroudsburg, PA • 1d ago

Management & Administrative

Store - STROUDSBURG, PA The Sales Manager leads and champions a high-performing selling culture across the store, driving strong sales results and an engaging customer experience. This role oversees front-end and service...

1d ago

Go to Apply

Warehouse Surveillance Officer

GardaWorld • Easton, PA • 2d ago

Management & Administrative

GardaWorld Security Services is Now Hiring a Surveillance Security Officer! Ready to suit up as a Surveillance Security Guard? What matters most about a role like this is your sharp eye, capturing every detail as you sca...

2d ago

Go to Apply

Clinic Nurse Supervisor

Geisinger • Mount Pocono, PA • 2d ago

Hospital & Medical

Job Summary Directs and supervises support staff of the clinics. Job Duties Supervises all clinical and clerical staff. Directly supervises all team leaders. Collaborates with Clinical leaders at the site. Recruits suppo...

2d ago

Go to Apply

Manufacturing Associate

Ultra-Poly Corporation • Portland, PA • 2d ago

Manufacturing & Warehouse

Ultra-Poly Corporation is hiring! About us: Ultra-Poly Corporation is a pioneer in recycling plastics through innovative manufacturing processes. We are a family owned and operated regional business with our corporate he...

2d ago

Go to Apply

Line Feeder Operator

Ultra-Poly Corporation • Portland, PA • 2d ago

Now Hiring: Line Feeder Machine Operator (Entry-Level) Join Ultra-Poly Corporation and Build a Career While Making a Difference Why Ultra-Poly? At Ultra-Poly Corporation, we're not just manufacturing, we're helping shape...

2d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)