West Plains Bank and Trust Company opened in 1883 and is the longest continually operating business in West Plains. Voted by readers of the West Plains Daily Quill as the best bank in town for 2017 and 2018. One of our values is to Have Fun, “Spread fun in all you do”.
The Call Center Representative I receives incoming calls and determines the products, services or resources that the caller requires (or could benefit from). Provides direct support services to customers or, connects them with the appropriate staff representative.
Major Duties and Responsibilities
| Weight |
Function |
Essential? |
| 25% |
Answer incoming calls, determines the needs of the caller and verify the caller’s identity, then determine if you can provide direct assistance or that you will connect the caller with the appropriate resource to address their need, minimizing the caller's time and effort in resolving the concern. |
Yes |
| 25% |
Identify products/services that might be beneficial to customers and provides information about their value and benefits. Encourage them the upgrade their relationship with the bank (cross-telling/selling). Including but not limited to Digital Banking and Bill Pay Services and assist customers in setting up Digital Banking enrollment and in understanding the e-statement process.
|
Yes |
| 25% |
Perform functions for customers (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and transactions, reissue and reset pin numbers, etc.) to assure customer’s needs are addressed in a polite and friendly manner.
|
Yes |
| 15% |
Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verification's. Assist as needed with special projects and other duties as assigned.
|
Yes |
| 10% |
Track, report and record to help establish efficient procedures and protocol for the department.
|
Yes |
| |
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
|
Yes
|
Knowledge & Skills
Experience
Six months to two years of similar or related experience, including time spent in preparatory positions.
Education/Certifications/Licenses
High school degree or GED required.
Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.
Other Skills
Job Characteristics:
- Ability to communicate clearly and concisely
- Ability to work one on one with customers and complete accurate, compliant task under pressure
- Ability to handle difficult situations professionally and apply good decisions to protect the bank
- Attention to detail, organization and follow thru are crucial to this position
- Ability to multi-task
- Dedication to excellent customer service
- Ability to be a team player with a high commitment to the branch and to the Bank
- Ability and intent to learn with proficiency all tasks needed to help the customer
- Ability and intent to develop strong, consistent, dependable support to the department
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 0 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Acknowledgement
Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.
West Plains Bank and Trust is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.
