Contact Center Specialist Trainee

Job Summary

Required Qualifications

• •High School Diploma or its equivalent
• •Must possess at least intermediate technology
• •Fluency in Windows Operating Systems
• •Microsoft Office tools
• •Strong computer skills including familiarity with multiple browsers, multiple tabs and multiple window navigation
• •Must be self-motivated
• •Must work well in a team environment
• •Must have a high energy level
• •Must have a strong sense of urgency
• •Must have excellent communication
• •Must have customer service skills
• •Must have telephone etiquette
• •Must have grammar skills
• •Must be able to respond to high volume telephone inquiries
• •Must be able to work extended hours
• •Must be able to work weekends
• •Must be able to work some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner
• •Must be able to identify customer needs
• •Must be able to provide information
• •Must be able to resolve issues via telephone and electronic means
• •Must possess active listening skills
• •Must possess attentiveness
• •Must possess clarity of speech
• •Must possess the ability to read ones tone of voice
• •Must be able to navigate multiple computer applications while interacting with customers
• •Must be able to understand which products/services will work best to successfully meet customer needs
• •Must be able to demonstrate an understanding of the multiple ways customers' bank using online and mobile technology and Branch Offices
• •Must be able to explain the services and various channels
• •Must be able to identify and report fraud or suspected fraud occurrences
• •Must be continuously aware of fraud engineering threats and steps to take to protect customers and the bank
• •Must be able to provide online banking assistance with password resets, secure access codes, bill pay and stop payment requests
• •Must be able to provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions and new card orders
• •Must be able to assist with loan applications
• •Must be able to address basic and complex loan inquiries
• •Must meet expectations for all call center related statistics, including but not limited to measurement of calls handled, not ready time and wrap-up codes
• •Must complete all training requirements on time
• •Must be able to identify process improvement ideas with the management team
• •Must be able to protect customer information by following department security guidelines and procedures
• •Must comply with all applicable regulatory and department practices and procedures
• •Must represent the Bank through active participation in community and industry organizations and events
• •Must be able to refer sales opportunities to other departments or Bank affiliates in support of established objectives
• •Must be able to build a positive rapport with a diversity of personality types
• •Must maintain a professional attitude
• •Must maintain a positive manner
• •Must be able to promote the Bank's core values and mission
• •Must be able to conduct a wide array of customer transactions
• •Must be able to assist customers with questions and problem resolution
• •Must be able to recommend products and services as appropriate
• •Must be able to perform a variety of transactions for customers, including research requests, transacting loan payments, transfers from accounts within the customers profile and account maintenance requests
• •Must be able to identify, support and resolve the service needs of both internal and external customers in a fast-paced environment that requires accuracy, multi-tasking and effective listening and communication skills
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to navigate multiple computer applications while interacting with customers
• •Must be able to understand which products/services will work best to successfully meet customer needs
• •Must be able to demonstrate an understanding of the multiple ways customers' bank using online and mobile technology and Branch Offices. Explain the services and various channels
• •Must be able to identify and report fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and steps to take to protect customers and the bank
• •Must be able to provide online banking assistance with password resets, secure access codes, bill pay and stop payment requests
• •Must be able to provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions and new card orders
• •Must be able to assist with loan applications. Address basic and complex loan inquiries
• •Must meet expectations for all call center related statistics, including but not limited to measurement of calls handled, not ready time and wrap-up codes
• •Must complete all training requirements on time
• •Must be able to identify process improvement ideas with the management team
• •Must be able to protect customer information by following department security guidelines and procedures
• •Must comply with all applicable regulatory and department practices and procedures
• •Must represent the Bank through active participation in community and industry organizations and events and promotes the business interest of the Bank. Refers sales opportunities to other departments or Bank affiliates in support of established objectives
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time
• •Must be able to handle customer interactions
• •Must be able to effectively communicate and assist both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means
• •Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice
• •Must possess the ability to handle customer interactions
• •Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays
• •Must be able to sit for extended periods of time