Call Center Service Specialist

Description

About the Role:

The primary responsibility of this position is to provide service and support to Bank clients and staff. Answering in bound calls, the Call Center Service Specialist provides exceptional service to clients, potential clients and Bank staff. Takes ownership for effectively resolving client issues and inquiries within scope of responsibilities and routes calls to the appropriate resource when necessary; keeping client satisfaction at the core of every task. 

Who We Are & What We Do:

If you’re looking for an exciting career opportunity, you’re in the right place. Santa Cruz County Bank is a top-rated community bank with a focus on serving the banking needs of businesses and individuals along the Central Coast, in Silicon Valley and throughout the Bay Area. We engage in impactful volunteering and support the greater economic vitality within our tri-county reach. Our success is due to our amazing team of exceptional, experienced, knowledgeable, and success-oriented employees.

We’ve been recognized with numerous community leadership awards and our team gives 2000 hours of volunteer service each year. A few honors we’ve received locally, include:

• Good Times Best of Santa Cruz, Best Bank – 11 consecutive years
• Santa Cruz Sentinel Reader’s Choice, #1 Best Bank – 8 years
• Santa Cruz County Chamber of Commerce – Business of the Year 2018 and 2021
• Press Banner’s Best of Scotts Valley, Best Bank 
• Register Pajaronian’s Best of Pajaro Valley, Best Bank
• Second Harvest Food Bank, Big Step and Platinum Awards for Holiday Food and Fund Drive
• Farm Bureau of Santa Cruz County and Agri-Culture, Al Smith Friend of Agriculture Award

Requirements

Duties:

• Answer incoming calls to the bank to provide client service and support
• Respond to emails sent to client service and support
• Preform account maintenance, check orders, and stop payments
• Provide debit card support
• Check Review Processing support 
• Complete verification of deposit requests (VODs)
• Reactive dormant accounts
• Respond to research requests
• De-escalate situations involving dissatisfied clients, offering patient assistance and support
• Collaborate with other bank staff to improve customer service
• Act as backup for branch staff when needed

 Key Qualities:

• Reliable and trustworthy 
• Caring, friendly and outgoing attitude  
• Comfortable working with the public; on the phone, in person and emails 
• Regular and punctual attendance is essential
• Team player 
• Detail oriented  
• Excellent communication skills, both written and verbal  
• Aptitude for working with new computer systems and software 
• Adept at working in a dynamic and fast-paced environment

Requisite Skills: 

• Thorough knowledge of Bank products
• Time management
• Excellent verbal  and written communication 
• Microsoft Office programs
• Knowledge of bank software
• Excellent telephone skills
• Regulation E, Regulation CC, and BSA/AML 
• Ability to sit at workstation for long periods
• Ability to lift up to 25lbs.

Education/Experience:

• High school diploma 
• Call center representative experience
• 2 - 3 years in banking environment preferred

Equipment Used:

• General Office Equipment

 Benefits:

• Medical, dental, and vision plans
• Vacation, sick leave, paid Holidays
• Paid volunteer time
• Employer paid life insurance
• 401(k) with employer matching
• Ongoing training, professional development and career advancement opportunities

Physical Demands: Work is performed in a bank branch environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to stand, walk and sit; talk or hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch or lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.

Work Environment: Employee must be able to work with general office equipment. Equipment used is general office equipment including computer, postage machine, fax machine, copier, cash counting & scanning equipment.

Our Recruiting Process: If your application is selected, we'll reach out to schedule a panel interview where you'll meet various members of our team; the hiring manager, HR manager, and a few other folks - we like to make sure this job will be a fit for everyone! Following the panel interview, if you are selected to continue in the process, we'll schedule an in-person interview in one of our branch locations. If you are offered and accept the job, we'll begin the background screening process and prepare for your starting day!

Salary : $20 - $25