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Call Center Representative
TriCo Bancshares
Redding, CA, United States
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Job Details
Description
Position Title: Call Center Representative
Department: Call Center
Grade: 6, 7, 8, 9
Position Summary:Call Center Representatives are responsible for assisting customers with account research or problem solving. They ensure timely and accurate resolution which may require collaboration with other departments. They communicate status with the customer if the issue is not resolved at first point of contact. They are knowledgeable regarding our products and services and capable to explain this information to the satisfaction of customers. They assess customer needs and recommend and refer customers to internal business partners. They are proficient with technology systems used to enroll and support customers with online banking, bill pay, mobile banking, debit cards and the VRU. They have excellent customer service skills and deliver a superior customer experience resulting in retention of existing customers and development of customer loyalty.
Major Responsibilities:
• Uses a proactive approach to identify customer needs and potential sales opportunities, providing solutions and resolving problems through inbound calls, emails and chats.
• Uses problem solving methods to listen, empathize, apologize, react and notify the customer of a solution.
• Answers inquiries and resolves problems by clarifying desired information; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Conveys information to customers in a clear, compelling way that will positively influence each customer’s thoughts and actions.
• Sells additional services by recognizing opportunities to up-sell accounts; explains new features.
• Maintains the Signature core system and/or other customer database systems by entering information.
• Answers all inquiries regarding the Bank’s service/product promotions and advertisements.
• Enhances the Bank’s reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.
Other Responsibilities:
• Keeps Call Center equipment operational by following established procedures; reporting malfunctions.
• Protects confidential customer information and ensures that customer identity is always certain, in compliance with Call Center work procedures.
• Monitors for suspicious account activity and takes necessary action to mitigate risk to protect the Bank and our customers from potential loss.
• Fulfills all assigned responsibilities as described in applicable operational procedures with minimal supervision.
• Maintains knowledge of and complies with regulations that include but are not limited to overdraft protection, Reg E, Reg D, Bank Secrecy Act (VSA), Reg CC, privacy-Gramm-Leach-Bliley Act (GLBA) and Non-public Personal Information (NPPI) regulations, Right to Financial Privacy ACT (RFPA) identify theft red flags, Unfair Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, OFAC.
• Seeks opportunities to enhance knowledge of the Bank’s products and services as well as solutions to satisfy customer needs.
• Performs other work-related duties as assigned.
Education, Experience, And Other Skills Required:
• High school graduate at minimum
• Experience required:
◦ Call Center Representative I- Grade 6 – no previous Call Center experience required
◦ Call Center Representative II - Grade 7 – two year’s work experience in a financial institution Call Center, or related experience. Demonstrates consistent capability to productively resolve complex customer interactions. Achieves high standards with regard to Call Center metrics relating to sales, service, compliance, and adherence to all required processes/procedures.
◦ Call Center Representative III - Grade 8 – three year’s work experience in a financial institution Call Center, or related experience. Fulfills all requirements of Grade 7 and is also capable to provide customer service support for all systems including online and mobile banking services. Leads and supports other employees performing similar duties.
◦ Senior Call Center Representative - Grade 9 – Fulfills all requirements of Grade 8 and also demonstrates a strong understanding of online/mobile banking technology products and services. Leads and trains other employees performing similar duties. Manages the most complex customer calls/issues and concerns. Maintains applicable Call Center metrics, records, logs and reports. Serves as a back-up to supervisor in performing various duties.
• Works well in a team environment.
• Has the focus, persistence, positive outlook and discipline to meet the personal demands of a high volume, fast paces sales/service and technology support role/environment.
• Sets high standards of personal performance, quality and accountability.
• Ability to use basic office systems and equipment, such as a computer, telephone headset, copier and fax machine, and Microsoft software
Company
Profile
Established in 1975, Tri Counties Bank is a wholly-owned subsidiary of TriCo Bancshares (NASDAQ:TCBK) headquartered in Chico, California, providing a unique brand of customer Service with Solutionsavailable in traditional stand-alone and in-store bank branches in communities throughout Northern and Central California.
The Bank provides an extensive and competitive breadth of consumer, small business and commercial banking financial services, along with convenient around-the-clock ATM, online and mobile banking access.
Tri Counties Bank has remained strong and profitable through a top-down commitment to its core values, sound business principles and responsible lending practices.
Our success is also based on our involvement in the communities we serve. The personal touch comes naturally to Tri Counties Bankers. You may recognize us at business, school and non-profit events, baseball games and local eateries, skiing in the mountains, boating on the lakes, and fishing the local streams.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
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