Contact Center Specialist

SB Financial Group Inc.•Defiance, OH

About The Position

A Contact Center Specialist handles the bank’s incoming contact (calls, emails, messages, etc.), addresses questions and concerns, provides helpful solutions, and ensures appropriate routing of the contact if escalation is needed. Responsible for performing a variety of duties to support customer requests and delivers an exceptional client experience.

Requirements

A high school diploma or equivalent is required.
A minimum of three (3) years of experience in a customer service position required

Nice To Haves

A minimum of two (2) years of banking experience in Retail, Deposit Services, and/or Loan Servicing preferred
Previous experience in a contact center customer service position preferred.
STRONG COMMUNICATION SKILLS, BOTH WRITTEN AND VERBAL
EXCEPTIONAL ACTIVE LISTENING SKILLS
EXCELLENT INTERPERSONAL RELATIONS AND RAPPORT BUILDING SKILLS
A PATIENT AND EMPATHETIC ATTITUDE
STRONG TIME MANAGEMENT AND ORGANIZATIONAL SKILLS
ABILITY TO EASILY ADAPT AND FLEXIBLE
COMFORTABLE WORKING IN A FAST-PACED ENVIRONMENT
PROFICIENT TYPING (MIN. 60WPM) AND COMPUTER SKILLS
IN-DEPTH KNOWLEDGE OF BANK’S PRODUCTS AND SERVICES
EXPERTISE IN CUSTOMER SERVICE

Responsibilities

Handle various forms of customer contact (calls, emails, messages, etc.) and provide accurate, satisfactory answers to their queries and concerns. Route calls as needed to provide optimal customer care
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Guide callers through troubleshooting and navigating the bank site or using the bank’s products or services
Collaborate with other bank professionals to improve customer service
Record pertinent information in the bank’s customer relationship management system
Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management, overall safety and soundness, and the bank’s compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
Coordinates specific work tasks with other personnel within the unit or department as well as with other units and departments in order to ensure the smooth and efficient flow of information.
Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of sexual harassment and other forms of illegal discriminatory behavior in the work place.
Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel.
Responds to inquiries relating to their particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy.
Assists in training new department personnel as required.
Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.