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AF
at First Security Bank in Missoula, Montana, United States
Call Center Representative
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Scorecard
Based on Montana data
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What they do
A Call Center Representative answers calls from customers or makes outbound sales calls. Responds to customer inquiries, provides information on products and services, and manages customer complaints. Records customer information and processes orders. May process payments. May use email to follow up on customer inquiries or calls.
$42,332 / year median in Montana
-1% projected decline
Job Description
at First Security Bank in Missoula, Montana, United States Job Description About The Role The role of the Representative is to be welcoming, build rapport, and provide outstanding service to Bank customers while providing customer support services. Position manages high volume of inbound calls in a timely manner. Answers phone with smile in voice, identifies customers needs, clarifies information, assists customers with technical issues, research issues, and provides solutions. Position works with multiple systems and applications to analyze and resolve a variety of complex technical issues while navigating in a technical environment.
Resolve customer service inquiries with on-call resolution or one-call follow-up. Gather information, evaluate opinions, and offer the best solutions. Provide advanced troubleshooting to customers outside of a scripted environment.
Work with multiple systems and applications and analyze and resolve a variety of complex technical issues, while navigating in a technical environment. Assist customer by helping to fix technical issues while providing a fantastic and positive customer experience.
Input customer Harland check order requests, update customer information when requested; complete customer research as requested; process Debit Card disputes and requests. Work with IVR customers to reset PINs and resolve Phone Banking issues.
Maintain open communication with supervisor through sharing and accepting suggestions and ideas. Promote team efforts in all areas. Adjustments to change is necessary while maintaining a positive attitude.
When appropriate, engage customers to learn about their financial needs, advise them of appropriate products and services, and generate leads for other members of the sales team to close by making professional referrals for cross-selling opportunities. Participate in sales events and activities.
Utilize knowledge of all online NetTeller, Bill Pay, and Mobile banking products and services to assist customers with problem resolution, troubleshooting, and PIN resets. Assist in management of a shared departmental inbox by processing requests received in a timely manner.
DUTIES AND RESPONSIBILITIES
: Answer calls using multi-line phone system. Assist customers on the phone/chat/in-person by providing requested/necessary service or information and/or directing calls to the appropriate department or person.Resolve customer service inquiries with on-call resolution or one-call follow-up. Gather information, evaluate opinions, and offer the best solutions. Provide advanced troubleshooting to customers outside of a scripted environment.
Work with multiple systems and applications and analyze and resolve a variety of complex technical issues, while navigating in a technical environment. Assist customer by helping to fix technical issues while providing a fantastic and positive customer experience.
Input customer Harland check order requests, update customer information when requested; complete customer research as requested; process Debit Card disputes and requests. Work with IVR customers to reset PINs and resolve Phone Banking issues.
Maintain open communication with supervisor through sharing and accepting suggestions and ideas. Promote team efforts in all areas. Adjustments to change is necessary while maintaining a positive attitude.
When appropriate, engage customers to learn about their financial needs, advise them of appropriate products and services, and generate leads for other members of the sales team to close by making professional referrals for cross-selling opportunities. Participate in sales events and activities.
Utilize knowledge of all online NetTeller, Bill Pay, and Mobile banking products and services to assist customers with problem resolution, troubleshooting, and PIN resets. Assist in management of a shared departmental inbox by processing requests received in a timely manner.