Call Center Representative
On-siteMissoula, Montana, United States
Missoula, Montana, United StatesOn-siteFull TimeLarge
Full TimeLarge
Job Summary
Answer inbound calls and chat inquiries to resolve customer service issues, troubleshoot technical problems, and assist with check orders, PIN resets, and banking product questions. Provide advanced troubleshooting outside scripted environments while navigating multiple systems to deliver positive customer experiences. Engage customers to identify financial needs and generate leads for cross-selling opportunities. Maintain open communication with supervisors, share suggestions, and adapt to changing departmental needs. Process shared departmental inbox requests and complete assigned training courses.
Required Qualifications
- Six months to one year of similar or related customer service experience
- A high school degree or GED
- Working knowledge of standard office equipment
- Basic computer skill with working knowledge or ability to learn various office software
- Skills in areas related to operation of multi-line phone systems
- Must be capable of regular, reliable, and timely attendance
- Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators
- Must be able to routinely perform work on computer for an average of 6-8 hours per day
- Must be able to work extended hours or travel off site whenever required or requested by management
- Must be capable of climbing / descending stairs in an emergency situation
- Exerting up to 10 pounds of force occasionally
- Must be able to work indoors in climate-controlled shared work environment with moderate noise
- Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control
- Maintain strict confidentiality of customer's personal and financial information
- Participate in all training sessions and complete all assigned OnCourse training courses and achieve a passing score by due date
- Must be able to have close visual acuity to perform activities such as preparing and analyzing data and figures, transcribing, viewing a computer terminal, extensive reading, visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes
Desired Qualifications
- Banking experience
- Basic understanding of banking terminology
- Prior call center experience
- Working knowledge of bank products and services
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