Contact Center Agent

Richwood Banking • Richwood, OH • 2h ago

Richwood Bank is searching for a polite, professional Customer Information Agent to work closely with other team members in our call center to provide outstanding service to our customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior. This full time position is very important and valued because you will be educating and assisting our most valuable asset -- our customer -- in a new and challenging way.

To be successful, candidates should be customer focused, detail orientated, have an outgoing and positive demeanor, with a motivated and energetic work ethic.

Essential Duties:

Greet customers by phone and chat pleasantly and effectively

Accurately facilitate all requests by the customers across all financial account @types in one call

Educate customers how to gain the most potential from the current services they have, and recognize opportunities to cross promote more products and services that will benefit their life goals

Demonstrate knowledge of all accounts, products and services offered

Support customers with all account and service needs that are capable via phone or chat

Set appointments with customers who may need to be physically present for banking needs

Communicate with teams and branches of appointments or customer follow up needs

Stay current on rates for CDs, savings IRAs and interest bearing checking

Listen to customer needs and recommend the best solutions to help them succeed

Assist team with miscellaneous office support as needed and when time allows

Maintain assigned work hours

Work with others in a team environment

Accept direction from supervisors

Perform other tasks assigned by Customer Information Agent Leader

Knowledge, Skills and Abilities:

Excellent customer service skills

The ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with bank exposure to loss and fraud

Mathematical skills

In-depth knowledge of our bank products and services

Work well under pressure and in a fast paced environment

Ability to identify opportunity to educate customers of more products and services that may fit their needs (cross promotion)

Strong communication skills

High degree of accuracy

Detailed and organized

Maintain confidentiality at all times

Maintain a positive can-do attitude towards your team and customers

Knowledge of various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Biley Act, Regulation E and teller roles and responsibilities relating to each act

Punctual

Driven to succeed and open minded to learn more about new technology within our industry

Classification: Non-Exempt

Salary Grade: Negotiable based on experience and potential

Reports to: Customer Information Agent Leader

Training: In house training provided

Education: High School Diploma or GED required, college preferred

As an Equal Opportunity Employer, The Richwood Banking Company does not discriminate in hiring or terms and conditions of employment because of an individual's race, creed, color, gender, age, sexual orientation, disability or national origin. The Richwood Banking Company only hires individuals authorized for employment in the United States.

Prior to employment at The Richwood Banking Company, individuals are subject to a criminal b

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