Telephone Agent I
POSITION SUMMARY
Under close supervision, this position responds to basic customer inquiries regarding deposit and loan accounts as well as services offered by the bank. Agent will need to reach individual service goals and minimum sales goals. Incumbent is expected to handle routine and basic duties of the job.
MAJOR JOB RESPONSIBILITIES
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Independently responds to customer inquiries regarding all loans and deposit accounts ensuring security procedures are not breached. Resolves customer concerns and distributes all relevant data gained from call center contacts to appropriate departments by using email and queues. |
25% |
|
Independently responds to customer inquiries regarding the Bank's online banking, bill pay services and ATM and debit card services, including reviewing transactions, identifying merchants, resetting pins and passwords, Regulation E inquiries and general research of paid items. Ensures security procedures are not breached and all relevant information gained from call center contact to appropriate departments by using email and queues. |
25% |
|
Reaches or exceeds individual’s sales goals. |
20% |
|
Meets or exceeds individual service including but not limited to 24 hour follow-up, adherence to schedule, call monitoring scores and unavailable time. |
20% |
|
Processes and prepares for mailing loan by phone applications and regulatory documentation. Coordinates loan closings with clients and branch management. |
5% |
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Stays abreast of any new and/or changes to existing bank and department policies and procedures, products, services and marketing trends to ensure customer satisfaction |
3% |
|
Performs other related duties. |
2% |
SUPERVISORY RESPONSIBILITIES
None.
SKILLS AND TRAINING
Good interpersonal and verbal communication skills.
Ability to read and interpret scripts, safety rules operating and maintenance instructions and
procedure manuals.
Ability to listen and communicate effectively on the phone.
Ability to sell and/or make appointments and/or obtain qualified leads by telephone.
Basic knowledge of keyboard and PC skills.
Ability to add, subtract, multiply and divide monetary units and to perform arithmetic operations
with the use of a calculator.
Ability to work scheduled hours.
Bilingual in Spanish
EDUCATION
High school diploma or GED required
WORK EXPERIENCE
Minimum 2 years expereince comensurate with job function
LICENSES AND/OR CERTIFICATES
Licenses and Certifications Expiration Date
None
WORKING CONDITIONS
Work is typically performed in an office environment. Noise levels are usually moderate.
HAZARDS
The hazards are mainly those present in a normal office setting.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
Nearest Major Market: New Jersey