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Call Center Representative

March 22, 2013 - June 06, 2013
Location:Covina, CA
Exempt/Non-Exempt:Non-Exempt
Benefits:Medical, Dental, Life, Vision, 401k, ESOP
Employment Type:Full Time
Department:Customer Care Center
Description:
HOURS: Monday - Friday / some Saturdays
10:30 am - 7:00 pm

Provides product and service, account information and performs transaction requests by telephone. Directs calls to appropriate department for further assistance when required. Performs other duties as may be assigned.
Duties:POSITION EXPECTATIONS
OPERATIONS - Answer calls according to established procedure. Process transactions such as: withdrawals, transfers, stop payments, loan payments, opening new accounts, and service requests over the phone in accordance with written policies and procedures. Assist customers with account inquiries including IRAs. Demonstrate the use of online services and issue or reset usernames and personal identification numbers as requested. Review, verify and file daily computer reports.

SALES AND SERVICE - Maintain an excellent working knowledge of all products/services. Cross-sell all bank products and services when appropriate. Assist all customers and fellow employees in a friendly, efficient and professional manner in accordance with established service standards. Meet or exceed standards established for Wrap Time (time spent at the end of a call), Handle Time (time spent speaking to customers) and Unavailable Time (total time agent forces the inability to take incoming calls). Maintain scores of 90% or better on Mystery Shops and silent observations performed by the CCC Manager.
Qualifications:
  • Two years of telephone and/or public contact experience or demonstrated skills and abilities.
  • One year of banking experience.
  • Good written and verbal communication skills, including listening and problem solving.
  • General knowledge of computer systems.
  • Ability to conform to policies and procedures, log work activities, and handle problems in a manner that is consistent with existing solutions.
  • Ability to take action in solving problems while exhibiting good judgment; ability to reason, even in difficult situations.


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