Position Title: Call Center Representative I

Reports To: Call Center Manager

General Purpose:

Provide professional and courteous customer service and sales support to both internal and external customers calling into the Call Center at Isabella Bank. The goal is to educate, assist and provide quick and efficient service while building strong relationships with customers over the phone. Referring and recommending products and services that the customer could benefit from is also expected.   

Responsibilities:

• Answer a high volume of incoming calls and digital requests to the bank with enthusiasm, transferring to other departments and employees when necessary.
• Research and resolve customer inquiries and disputes in a timely and professional manner.
• Able to build relationships and educate customers about the bank’s products and services.
• Looks beyond the initial contact questions to gain in-depth and detailed understanding of each customer’s needs and refers bank products and services.
• Assist customers with transfers, deposit, loan, card and online/mobile banking inquiries as well as maintenances to accounts.
• Provides technical support to customers to assist with online banking, mobile banking and opening of accounts online.
• Perform duties in an efficient, professional and courteous manner.
• Performs special projects as needed.
• Other duties as assigned

Qualifications:

Education/Experience

• High school diploma or GED required
• Two years of customer service experience required
• Minimum of 12 months banking experience preferred
• Basic knowledge of banking products and services including online and mobile banking

Skills

• Exceptional written and verbal communication skills
• Demonstrated ability to deliver an exceptional customer service experience
• Strong problem-solving skills
• Ability to effectively collaborate within and across teams and departments
• Ability to multi-task between communications
• Strong computer skills including knowledge of Microsoft Office
• Dependable, self-motivated and strives to fulfill the Isabella Bank vision
• Positive and enthusiastic attitude

Isabella Bank is an AA/EEO employer.