Call Center Representative

Description/Job Summary

Anstaff Bank
Call Center Representative
Job Description
Exempt: No
Safety Sensitive: No
Department: Operations
Reports To: Call Center Manager
Location: Operations Center, Harrison, Arkansas
GENERAL DESCRIPTION OF POSITION
The incumbent is responsible for providing support for customers. Must ensure the Call Center operates efficiently, with customer satisfaction of the utmost importance.
ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provides support to customers to make sure their needs are prioritized and met.
2. Provides basic customer service responsibilities such as:  debit cards, change of address, renewing cd's, transferring funds, online banking support, etc.
3. Be able to deal efficiently with a variety of customer issues and situations.
4. Answer incoming calls.

Perform any other related duties as required or assigned.
QUALIFICATIONS
In order to perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
High school, plus specialized schooling and/or on the job education in a specific skill area; E.G. data processing, clerical/administrative, equipment operation, etc, plus 12 to 18 months related experience and/or training.
RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT
None.
SUPERVISORY RESPONSIBILITIES
None
COMMUNICATION SKILLS
Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply and divide numbers. Ability to perform these mathematical skills using money and other forms of measurement.
CRITICAL THINKING SKILLS
Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.
SUPERVISION RECEIVED
Under direction where a definite objective is set up and the employee plans and arranges own work, referring only unusual cases to supervisor.
PLANNING
Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work; may also occasionally assist in the planning of work assignments performed by others within a limited area of operation.
DECISION MAKING
Performs work operations which permit frequent opportunity for decision-making of minor importance and also frequent opportunity for decision-making of major importance, either of which would affect the work operations of small organizational component and the organization's clientele.
MENTAL DEMAND
Moderate mental demand. Operations requiring almost continuous attention, but work is sufficiently repetitive that a habit cycle is formed; operations requiring intermittent directed thinking to determine or select materials, equipment or operations where variable sequences may be selected by the employee.
ANALYTICAL ABILITY / PROBLEM SOLVING
Moderately repetitive. Activities with slight variation using a definite set of processes or directions with some degree of supervision. Choice of learned things in situations which conform to clearly established patterns and modes.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Occasional use of highly complex machines and equipment; specialized or advanced software programs.
ACCURACY
Probable errors of internal scope should ordinarily be detected within the department or office in which they occur, but may affect the work of others within the unit, requiring additional expenditure of time to trace errors and make all necessary corrections. Errors would require a moderate amount of time to correct.
PUBLIC CONTACT
Regular contacts with patrons, either within the office or in the field. May also involve occasional self-initiated contacts to patrons. Lack of tact and judgment may result in a limited type of problem for the organization.
EMPLOYEE CONTACT
Contacts of considerable importance within the department or office, such as those required in coordination of effort, or frequent contacts with other departments or offices, generally in normal course of performing duties. Requires tact in discussing problems and presenting data and making recommendations, but responsibility for action and decision reverts to others.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.
SOFTWARE SKILLS REQUIRED
Advanced: Other
Intermediate: Spreadsheet, Word Processing/Typing
Basic: 10-Key
ADDITIONAL SOFTWARE SKILLS
Phone system
OTHER SKILLS
Not indicated.
PHYSICAL ACTIVITIES
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
While performing the functions of this job, the employee is continuously required to talk or hear;regularly required to sit;occasionally required to stand, walk, reach with hands and arms.
The employee must occasionally lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
ENVIRONMENTAL CONDITIONS
There are no harmful environmental conditions that are present for this position.
The noise level in the work environment is usually moderate.
ADDITIONAL INFORMATION
Not indicated.
More ADDITIONAL INFORMATION
Not indicated.

EEO/AA/Disabled/Vet - Anstaff Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, sexual orientation, gender identity, color, origin, sex, age, status as a protected veteran, or status as a qualified individual with disability.

If you are an individual with disabilities who needs accommodation or are having difficulty with our website and the application process please contact the Human Resource Department at 870.438.5214.

Applicants and employees notice of EEOC rights are available in our office and online here.