What are the responsibilities and job description for the Call Center Representative position at Synergy Bank?
LOCATION: Main Office at 210 Synergy Center Blvd, Houma, LA 70360
SCHEDULE: 40 hours/week working various shifts (Monday - Friday, 8 AM - 6 PM and Saturday 9 AM - Noon)
DEPARTMENT: Operations
REPORTS TO: Deposit Operations Supervisor
POSITION SUMMARY: The Call Center Representative I fields all phone calls coming in, and properly and efficiently determines the customer need, and transfers their call to the appropriate branch, department, and employee. He or she will always present a warm-inviting tone and always treat customers with the highest level of respect. They function as a member of the deposit operations department and will be required to perform administrative duties as determined by Management.
POSITION RESPONSIBILITIES: General Job Functions
- Provides the Synergy Bank standard of excellence in customer service.
- Maintains honesty and the highest level of ethical standards.
- Answers incoming telephone calls from both internal and external customers.
- Responsible for monitoring overdraft consent forms per department guidelines.
- Participates in bank-wide sales referral incentive program.
- Participates in bank-sponsored community and business development activities.
- Assists with both incoming and outgoing mail and distributes as necessary.
- Reaches out to NSF customers.
- Reviews electronic deposits on a daily basis.
- Assists with other duties, pertaining to deposit operations, as directed by their supervisor.
- Maintains a strong understanding of all bank products and services.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Proficient in Microsoft Word and basic understanding of Microsoft Excel and Microsoft Outlook.
- Ability to pay close attention to detail.
- Proficient in typing and 10-key calculator.
- Ability to comprehend and analyze information in order to draw a conclusion.
- Ability to multi-task in a fast-paced work environment.
- Ability to organize and prioritize daily tasks.
- Ability to read and interpret documents.
- Must be able to maintain composure, suppress extreme emotions, control anger, and avoid aggressive behavior even in trying situations.
- Ability to present a business professional appearance.
- Must have reliable transportation to commute to and from work.
EDUCATION AND EXPERIENCE REQUIRED:
- High School diploma, GED, or equivalent.
- Minimum 6 months in customer service.
EDUCATION AND EXPERIENCE PREFERRED:
- Previous Teller experience.
- Previous call center experience.
COMMUNICATION:
- Must be able to provide information to supervisors, co-workers, and customers both verbally and in written format.
PHYSICAL REQUIREMENTS:
- Must be able to work at a computer station in front of a monitor for up to 4 hours at a time
- Must be able to interact with the public utilizing various methods of communication.
- Employee may be required to squat multiple times per day and remain in that position for short periods of time while accessing filing cabinets or distributing mail at ground level. This could occur as few or as many times as necessary to accomplish the required task.
- Must be able to lift and carry approximately 20-30 pounds multiple times throughout the day.
MENTAL REQUIREMENTS:
- Must have the attention span to stay alert and attentive during a normal 8-hour workday.
- The Call Center Representative I must be able to make sound, quick decisions based on the facts of a situation, and remain calm and in control in a possible ever-changing environment or an emergency.
- Must be able to follow instructions and procedures exactly as trained or as directed by his or her supervisor.
- Must be able to listen to, grasp, and respond positively to supervision and instructions by Management.
Equal Opportunity Employer/Veterans/Disabled