BankOnBuffalo, Contact Center Agent

DescriptionA Contact Center Agent is responsible for providing exceptional customer service for CNB's Family of Banks and support to clients through calls, live chats, and text messages. This includes assisting with transactions, troubleshooting issues, and answering inquiries.

Below is a list of essential functions for this position. Additional responsibilities may be assigned in the position.

KEY RESPONSIBILITIES

• Provide prompt and courteous assistance to clients, addressing their inquiries and resolving issues related to banking services.
• Accurately assist clients with various transactions and account inquiries, ensuring accuracy and efficiency through calls, live chats, and text messages.
• Diagnose and provide support in solving technical problems clients may encounter with the call, live chat, or texting platform.
• Ensure each interaction is positive and personalized, making clients feel valued and understood.
• Monitor and maintain performance metrics within established guidelines to ensure service quality and operational efficiency.
• Adhere to all bank policies and procedures and ensure the adherence of bank policies and procedures.

ATTITUDES

Builds positive relationships with internal and external clients by valuing other's feelings and rights in both words and actions, and embracing other's unique beliefs, backgrounds, and perspectives by demonstrating:

• Respect: Demonstrate respect by actively listening, communicating with courtesy, and ensuring every client feels valued throughout their experience.
• Client Focus: Actively understand client needs and deliver prompt, thoughtful solutions that enhance their overall experience.
• Inclusion: Treat every coworker and client with fairness and empathy, ensuring each person feels heard, respected, and welcomed.

BEHAVIORS

Demonstrates strong business ethics and honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

• Leadership: Take initiative, support teammates, and consistently model the professionalism and service standards that create an exceptional client experience.
• Integrity: Be honest, dependable, and transparent in every interaction, ensuring clients can trust the support and information I provide.
• Collaboration: Work closely with teammates, sharing information openly, and support collective problem-solving to ensure clients receive the best possible service.
• Volunteerism: Engage in community initiatives and encourage others to make a positive impact beyond our daily work.

COMPETENCIES

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

• Accountability: Take ownership of actions, following through on commitments, and ensure every client receives accurate, dependable support.
• Innovation: Embrace new ideas, adapt quickly to change, and find creative ways to enhance the client experience.
• Professionalism: Communicate respectfully, maintain composure in all situations, and consistently deliver reliable, high-quality support to every client.

POSITION LEVEL(S) EXPECTATIONS

CC Agent I

• Provides exceptional personalized service to clients by means of client contact center calls, live chats, and text messages.
• Successfully addresses all service or transaction needs and refer banking products and services as appropriate.

CC Agent II

• Consistently demonstrate Level I responsibilities.
• Consistently demonstrates "good" and/or "very good" on performance appraisal ratings.
• Successfully masters personalized service to clients by means of client contact center calls, live chats, and text messages, and all other relevant banking systems, with little to no assistance.
• Supports CC Agent I coworkers with on-demand, r