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Call Center Customer Service Representative
First Horizon National Corporation
Winston Salem, NC, United States
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Description
SUMMARY
Serves as the primary central customer contact for Capital Bank’s Customer Service 800 number, Direct Access telephone banking and internet banking products. In addition, supports internal associates by serving as the primary central contact for all internal inquiries, questions, issues and problems concerning deposit policies, branch operational procedures, branch equipment, marketing promotions and computer issues and route calls as needed. Utilizes professionalism to represent the bank on the job and outside the bank.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Other duties may be assigned.
• Serve as the primary central customer service contact for Capital Bank’s telephone banking products (Customer Service 800 Line and Direct Access 800 line) and internet banking product (CB Connect). Respond to Customer Service emails in a professional and timely manner
• Respond to and resolve complex customer issues involving customer deposit inquiries, loan inquiries, and transaction requests
• Maintain current knowledge on all Capital Bank products and services, including features, rates, special promotions, etc. When necessary; refer customers and prospects to the appropriate bank associate/branch/department
• Provide exceptional customer service by offering immediate problem resolution while minimizing customer transfers and hold time
• Will prepare and process telephone requests for withdrawals, transfers, duplicate statements, stop payments, service charge refunds, change of address, deposit research and other appropriate transaction requests
• Possess and maintain extensive knowledge of branch operating procedures and policies. Keeping abreast of changes in these procedures / policies and effectively implement and support these procedures / policies
• Uses initiative to recognize early indicators of potentially cascading problems (describe problems a little more please) and propose and/or implement solutions before customers and bank associates refer to problem to the Call Center
• Facilitate resolutions for problems/issues identified by customers and bank associates
• Debit card and electronic baking maintenance
• Complete and pass required BVS courses by due date
The above statements are intended to describe the general nature and level of work performed. They are not intended to be an exhaustive or exclusive list of the required responsibilities, duties and skills. Management retains the discretion to add to or change the duties and requirements of this position at any time, as needs dictate.
SUPERVISORY RESPONSIBILITIES:
None
CONTROL RELATED RESPONSIBILITIES
Become knowledgeable regarding the department's internal controls as outlined in the policies and procedures and comply with all control requirements.
COMPLIANCE
Ability to comprehend and adhere to all Federal and State banking regulations including compliance with the bank’s Bank Secrecy Act/Anti Money Laundering (BSA/AML) program. Follows all Company policies and procedures, and successfully participates in regulatory and Company training requirements via multiple and variable delivery methods.
Requirements
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• High school diploma or general equivalency diploma (GED)
• One (1) year customer service experience
• Strong interpersonal and communication skills
• Knowledge and understanding of branch banking and operations software applications
• Proficiency in Microsoft Word and Excel required
• Excellent organizational skills, attention-to-detail and ability to effectively prioritize and follow- up in a timely manner required
• Willingness to work non-traditional shifts which meets the need of call center team
• Bilingual (Spanish)
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee frequently is required to sit. This position regularly uses a computer (keyboard/mouse/screen) and telephone. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Shift is 11AM - 8PM. Rotational Saturday.
The duties of this job are performed in a normal office environment. The noise level in the work environment is usually low to moderate