Call Center Rep I Or Ii

JOB SUMMARY

Answer incoming telephone calls and chats, direct calls, and inquiries appropriately, troubleshoot various systems with clients. Additional duties include time sensitive deadlines and processing of reports.

JOB SPECIFICATIONS:

• Education: High School Graduate or equivalent
• Experience: 2 years experience in a comparable position. General banking knowledge preferred.

ESSENTIAL FUNCTIONS

• Answer client calls and chats in a professional tone and manner
• Assist in the operations of Banking On-Call, Online Banking, Online Bill Pay, Mobile Deposit, and Card functions.
• Work with clients and coworkers to resolve debit card transaction concerns.
• Open and distribute daily mail, log returned mail and distribute to appropriate departments.
• Process victim restitution payments
• Review and process debit card order report for accuracy
• Department supply orders
• Assist with new account mailings.
• Daily exception item review
• Become knowledgeable of bank compliance rules and adhere to Federal and State banking regulations relating to this position.
• Other duties as assigned to meet client and operational needs.
• Follow all Bank compliance policies and procedures relating to this position.

WORK CONTEXT:

• Ability to concentrate and focus on essential functions in appropriate priority.
• Requires being punctual, dependable, meticulous, and responsible for work outcomes and results.
• Requires sitting for extended periods and traveling to other departments and locations, as needed.
• Requires contact with others by telephone conversations, chat, use of electronic mail, and face-to-face discussions.
• Requires completion of assigned on-line training courses with a passing percentage.
• Professional environment requiring appropriate professional demeanor and attire.
• Work is performed indoors in environmentally controlled conditions.

RELATIONSHIPS

• Responsible to the Call Center Supervisor for the fulfillment of functions and responsibilities.
• Assist department managers, officers, and staff in their respective functions associated with the areas for which direct responsibility lies.
• Will have contact with clients and the public, conducting relationships in a manner that will enhance the overall marketing effort of the bank.

SKILLS

• Ability to work with others in a team environment.
• Ability to communicate orally in an effective manner.
• Competency in operating and managing multi-line phone systems.
• Competency in providing exemplary client services in a professional manner.
• Ability to tolerate stress.
• Ability to interpret bank policies and procedures to clients.
• Ability to deal with clients under circumstances requiring tact and diplomacy.
• Competency in basic mathematical skills such as calculating interest and percentages.
• Ability to operate ten-key calculator or adding machine.
• Ability to type up to thirty words per minute.
• Ability to use photocopying equipment.
• Ability to lift 30 lbs.

CORE BEHAVIORS for DELIVERING ON THE PROMISE:

• Be Genuine—Conduct yourself in a consistent, honest, and compassionate manner.
• Work Ethic— Be willing to go the extra mile for the client, whether internal or external
• Influence—Be an active player in participating, building, and contributing to service.
• Continuous Learning—Commit to gaining knowledge, skills, and experience on an ongoing basis to better serve the client, increase personal satisfaction, and improve the Bank.
• Team Play—We win together. Individuality is encouraged to advance and enrich the work of the team.
• Problem Solving—Being creative, problem-solving mentality to every situation. See alternatives, take initiative, and assume responsibility for your actions.
• Communication—Keep other informed and up to date. Actively listen and learn from each other.
• Have a Sense of Community—We passionately believe that we are only as strong as the communities we serve, and your involvement is an important part of who we are.

Oregon Pacific Bank is an Equal Opportunity Employer and does not discriminate on the basis of race, color, sex, sexual orientation, gender identity, age, religion, national origin, physical or

mental disability, or veteran’s status.