Call Center Representative

Position Title: Primary Contact Center Representative

Reports To: Contact Center Supervisor

Location: Pittsburgh, PA (North Shore) and Hermitage, PA

Mandatory overtime may be required based on business and training needs.

Position Overview:

This position is responsible for handling a high volume of inbound calls (100+ per day). Identify our customer’s needs, provide product/service information, and to resolve any questions and or concerns they may have. The candidate should be familiar with various banking concepts, products, services, and have the ability to perform various customer service tasks. The candidate should have an outgoing, upbeat, and friendly demeanor. A positive work ethic and must work well in a team environment.

Job Responsibilities:

Respond to a high volume of incoming telephone calls related to a variety of customer service requests and general banking inquiries. Quickly identify the customer’s needs, determine the best solution or provide an alternative recommendation, and communicate the proper resolution to the customer. The ideal candidate understands and strives to meet or exceed the Contact Center’s Key Performance Metrics on a daily, weekly and monthly basis.

Promotes bank products and services by properly identifying the customer’s needs and providing appropriate offerings.

Performs various tasks to include refund requests, dispute handling, payoff quotes, address complaints, update account changes, process stop payments, submit credit card limit increase inquiries.

Provide basic trouble shooting support for online banking products and services such as password resets, mobile banking, and bill payments.

Support branch operations and act as a liaison between the branch and customer through engagement and ownership of the service request. Act as the “voice of the customer” by submitting feedback.

Builds sustainable relationships by displaying a friendly demeanor, superior customer service, empathy and the desire to help, while providing exceptional customer service. Performs other related duties and projects as assigned by management. Ability to work some holidays and weekends.

Education: High School Diploma or GED, college a plus

Experience: 3+ years in a high volume, inbound Call Center/Contact Center and/or Banking experience

Required Skills:

Excellent communication skills, both written and verbal

Excellent customer service skills

Detail oriented

Ability to work and multi-task in a fast-paced environment

Ability to use general office equipment

Ability to use a personal computer and job-related software (MS Word, Excel, Outlook)

Preferred Experience/Skills:

CRM experience

Workday experience

Relationship management software experience

Customer facing experience

Softphone/Mitel experience