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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

      

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%

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.
 


About Provident Bank

For more than 180 years, Provident Bank has served individuals, families, and businesses in our local communities with personal and business banking services.

Volunteering is a Way of Life

Our brand promise - “Commitment you can count on” - supports the investments we make in the community and donations made by our employees. It’s a promise also reflected in the volunteerism of our employees, who lend time and talent and countless hours to assist hundreds of organizations and thousands of people and animals each year.

Why do we love it?

  1. We get to volunteer in areas that are meaningful to the bank and impactful in the community.
     
  2. Through generous contributions, we have raised over $28,000 in 2018. No item or donation is too small; we find a home for it all.


Nearest Major Market: New Jersey