Call Center Representative
PREVIOUS CALL CENTER EXPERIENCE PREFERRED. BILINGUAL APPLICANTS ENCOURAGED TO APPLY. THE HOURS FOR THIS POSITION ARE 11AM to 8PM MONDAY - FRIDAY AND ROTATIONAL SATURDAYS - 9AM TO 5PM. This position is responsible for providing quality service via telephone, fax or email to internal or external bank customers in an efficient and professional manner. This position is also responsible for researching and resolving customer requests and performing general account maintenance. Position Accountabilities *Provide quality customer service by answering incoming calls regarding a wide range of questions and inquiries such as information on Checking/Savings account, Online Banking, New Accounts, processing check orders and Bankcard requests. *Perform account maintenance and match appropriate products to customers needs. *Proactively analyze callers' needs. *Use standard screens, scripts and procedures to handle callers' needs effectively and when necessary go beyond these standard methods to resolve customer issues. *Navigate a computerized system to address and resolve callers' issues. *Adhere to all applicable laws and regulations governing bank operations, including compliance with Union Bankshares' BSA/AML Policy and Procedures. Organizational Relationship This position reports to the Assistant Manager of the Customer Service Center. Education & Experience *High school diploma or equivalent *Previous call center experience preferred Knowledge & Skills *Strong problem solving and decision making abilities; able to think analytically *Excellent customer service and telephone skills *Well organized *Able to handle multiple tasks *Flexible, able to adapt to change *Detail oriented and quality focused *Excellent oral and written communication skills *Able to work late or weekend hours on a rotating basis *Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint We are proud to be an EEO/AA employer, Minority/Female/Disability/Veteran. We maintain a drug-free workplace.