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UNION Savings BANK · 1 day ago

Contact Center Specialist

Freeport, IL, US

Full-time

Onsite

New Grad, Entry Level

UNION Savings BANK is a local community bank in Northern Illinois, and they are seeking a Contact Center Specialist to respond to inbound customer inquiries. The role involves resolving issues, educating clients about bank services, and assisting clients with technology.

BankingFinanceFinancial Services

Responsibilities

Supports internal and external customers at every touch point including phone, email, text, online and in-person interactions to resolve questions and concerns. Builds relationships by communicating with professionalism and empathy. Takes ownership of the customer experience with a focus on positive outcomes and resolutions. Primarily focused on inbound calls. (60%)

Identify customer needs and offer new opportunities by referring to appropriate business line to deepen relationship. (10%)

Provide technical support for digital banking products (5%)

Research, analyze and resolve customer issues, determine appropriate resolution, manage difficult customer situations, and follow up on resolution. (10%)

Responsibility for understanding financial institution and regulatory policies and procedures in relation to position. (10%)

Presents a professional appearance regarding dress and demeanor at work. (5%)

Qualification

Customer service skillsCall center experienceTelephone etiquetteComputer skillsStress managementAttention to detailEffective communicationTeam collaborationIntegrityAdaptability

Required

Minimum high school diploma or general education degree (GED)

Demonstrated customer service skills within a sales culture

Strong telephone etiquette and interpersonal skills

Proficient in working with customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services. Is committed to providing quality customer care. Primarily focused on inbound calls

Effective verbal, written and interpersonal skills, with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, and speak clearly to customers and employees. Ability to actively listen to customers issues

Attention to detail and follow-up

Intermediate computer skills

Deals calmly and professionally with high stress situations (for example, tight deadlines, hostile individuals, emergency situations, dangerous situations)

Receives and follows detailed instructions and procedures possessing good retention skills and able to handle multiple priorities

Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals

Consistently maintains high degree of integrity with customers and coworkers

Ability to learn, adapt and collaborate with others