Job Description
The E-Contact Center Specialist fields all phone calls coming in to determine the customer need properly and efficiently. The agent will always present a warm, inviting tone and always treat customers with the highest level of respect.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
* Provides the Liberty Bank standard of excellence in customer service to both external and internal callers.
* Cross-sells additional Bank products based on the customer needs.
* Performs multiple tasks/navigate computer systems to service the customer's account and adhere to any questions/issue that transpired.
* Assists customer with day-to-day activity, including updating customer's account information, account closures, statement reproduction, reissue copies of 1098/1099, stop payments, statement conversion, electronic banking pin setup, transfers, balance inquiry, check order, loan payment assistance, mobile deposit limit increase, and debit assistance.
* Provide Retail and Business Online Banking support including login setup and registration issues, bill pay, Bank to Bank transfers, POP money, MobiMoney, and online statement registrations and cancellations.
* Assists customers with downloading the online banking mobile app on all compatible mobile devices, while making sure all functions and features are operable.
* Promotes alternative products and services through cross-selling to meet required sales goal.
* Providing quality control by auditing new monthly accounts and debit card closure.
Required Skills & Experience
* HS Diploma/GED or minimum 6 months of Customer Service experience
* Amazing customer service skills
* Excellent written & verbal communication skills
* Strong reading and comprehension skills
* Able to multi-task
* Able to work on weekends
* Experience/Working knowledge of MS-Office
Nice to Have Skills & Experience
* Banking/Credit union experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.