EAGLEBANK OVERVIEW: Eagle Bancorp, Inc. headquartered in Bethesda, MD, was incorporated in 1997 to serve as the bank holding company for EagleBank. Eagle Bancorp is a publicly-traded company under the symbol EGBN. The Bank was founded to specifically address the business and personal needs of local business owners. It has been answering and exceeding those needs for over 20 years, providing custom financial solutions, local access to senior management, quick response, local decision-making, and a deeply-rooted dedication to the local community. Our Mission is to be the most respected and profitable community bank by putting relationships first to the delight of our customers, employees, and shareholders and relentlessly delivering the most compelling service and value. Eagle Bank's Values are: Relationships FA' .IA' .RA' .SA' .T: Flexible, Involved, Responsive, Strong, and Trusted.GENERAL SUMMARY:Delivers support and assistance to business and consumer customers calling about Online Banking, Mobile Banking, VISA debit cards Consumer Lending, and limited Deposit Services providing them with consistent outstanding customer service, accurate information, and timely response to promote customer satisfaction and retention. Also handles incoming calls to the main number of the Bank and transfers the callers to the correct source within the Bank. Also handles outgoing calls to debit card customers with suspicious transaction activity to assess if transaction activity was legitimate. Also handles incoming calls from Branch employees needing assistance to execute some debit card and online banking processes in support of customer service. MAJOR DUTIES AND RESPONSIBILITIES:A cents € cents Consistently provides excellent customer service to internal and external customers and as part of a team contributes to meeting call center performance metrics.A cents € cents Delivers support and assistance by telephone to customers and ensures that issues are resolved promptly, thoroughly, and in a friendly and professional manner.A cents € cents Handles a high volume of calls efficiently using strong subject matter knowledge, excellent communications skills and patience.A cents € cents Identifies, researches, and resolves customer issues using the systems that manage the online banking database and card management systems, consumer loan and deposit portfolio, using relevant bank core system applications.A cents € cents Recognizes and alerts management to customer complaint trends or critical customer problems.A cents € cents Identifies and escalates priority issues and routes calls to appropriate resources.A cents € cents Follows account privacy and customer identity protection practices in accordance with bank policy.A cents € cents Shares new information and knowledge with peers.A cents € cents Takes on a mentorship role in training new hires and assisting peers.A cents € cents Handles escalated calls in absence of supervisor.A cents € cents Adheres to Customer Care Center performance metrics to ensure service levels and customer expectations are consistently achieved.A cents € cents Complete ongoing internal/external education opportunities to sustain a broad base of product, service, and technical knowledge.Required Education/Experience:A cents € cents High School Diploma or equivalent required.A cents € cents 4 years of inbound call center and/or branch operations experience with a minimum of two years inbound call center experience required; financial institution experience preferred.Preferred Education/Experience:A cents € cents Previous electronic banking experience preferred.Required Certifications, Licenses, or systems needed : Preferred Certifications, Licenses, or systems:A cents € cents Bank core system experienceA cents € cents Brower based applications and servers Required Knowledge & Skills:A cents € cents Strong knowledge of banking products and services, particularly electronic banking services.A cents € cents Solid understanding of computers and browser functionalities.A cents € cents Ability to view situations from a customer's vantage point and deliver a friendly, empathetic communication style by telephone.A cents € cents General knowledge of MS Office.