Address
Form of workCall Center Specialist
The Generations Bank Call Center Specialist is responsible for performing a full range of customer-service-oriented telephone and e-mail support activities as directed by the Call Center Manager. Greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; promotes various marketing campaigns and resolves problems within given authority.
What Makes Generations Bank Different? We prioritize a diverse and talented group of people who are encouraged to bring their full self to work. We are committed to a common goal, serving our community. Our four core values are more than words, they're at the heart of everything we do. We believe a team with a strong culture and unified purpose is better in the long run.
Core Values:
If you share a common vision in our culture and core values, we encourage you to apply.
What Does a Call Center Specialist Do? The specific duties/responsibilities listed below are representative of the knowledge, skill, and/or ability to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
This is a full-time, non-exempt (hourly) position. The work schedule is M-F, 8:00-5:30.
NOTE: this position is based onsite (not as a remote position).
Environment and Physical Activity
The CCS is in a non-confined office type setting in which they are free to move about at will. While performing this position spends time writing, typing, speaking, listening, lifting (up to ten pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusts focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.
The CCS may operate any or all the following: telephone, smart phone, copy machine, adding machine (calculator), scanner and image systems, scanning equipment, computer terminal, laptop, personal computer, tablet, printers, or other office equipment as directed.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Mental Demands. The CCS must be able to read documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.
What Are The Requirements? These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
BASIC QUALIFICATIONS - you must have these to be considered for this role:
PREFERRED QUALIFICATIONS - if you have these you will stand out:
Why Should I Apply?
Pay Transparency Nondiscrimination Provision: Generations Bank will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty of the contractor to furnish information.
We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions.
Generations Bank is an affirmative action and equal opportunity employer and adheres to to offer employment without regard to race, color, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, veteran status, or any other basis. All qualified applicants will receive equal consideration for employment.
The Generations Bank Call Center Specialist is responsible for performing a full range of customer-service-oriented telephone and e-mail support activities as directed by the Call Center Manager. Greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; promotes various marketing campaigns and resolves problems within given authority.
What Makes Generations Bank Different? We prioritize a diverse and talented group of people who are encouraged to bring their full self to work. We are committed to a common goal, serving our community. Our four core values are more than words, they're at the heart of everything we do. We believe a team with a strong culture and unified purpose is better in the long run.
Core Values:
- Accountability: We believe our work commitments should be done fully, and lending a hand to fellow team members isn't optional.
- Relationships: We believe when we treat our team and customers with humility, dignity, and pride we reach our highest potential.
- Communication: We believe in proactively sharing ideas and information.
- Stewardship: We believe each team member should care for our assets and opportunities as if they were their own.
If you share a common vision in our culture and core values, we encourage you to apply.
What Does a Call Center Specialist Do? The specific duties/responsibilities listed below are representative of the knowledge, skill, and/or ability to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
- Provides support to all areas of the department as directed or where service or assistance is needed and demonstrates superior customer service with appropriate follow-through with involved customers and employees.
- Resolves customer concerns, problems, and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; enters corrections; reverses customer fees or charges with the concurrence of Bank management and escalates unresolved problems or issues.
- Promotes various marketing campaigns; explains features and benefits; identifies and acts upon potential cross-sell or up-sell opportunities and obtains enrollment information.
- Interviews customers and suggests and explains products or services; clarifies desired product or service; obtains required information; provides applicable disclosures; forwards application or setup forms to the appropriate branch or department for boarding; and follows up on missing information or documentation.
- Maintains Call Center customer service database by entering case and transaction information; tabulates and posts data in files and record books and sets up and maintains a variety of central files and journals.
- Performs various operational background duties; processes account balance or transfer requests, stop payment orders, changes of address, and other such requests based upon proper customer identification, authorization, and approval; and conducts transaction call back procedures.
- Attends various product knowledge and customer service training presentations.
- Performs a wide variety of routine clerical duties; prepares tickets for processing; completes routine reports, forms, and lists; and prepares correspondence.
- Maintains a proficient knowledge of all applicable banking laws, rules, and regulations.
- Assumes responsibility for various department functions in the absence of staff members or in overload situations.
- Assures compliance with all Bank policies, procedures, and processes, and all applicable state and federal banking laws, rules, and regulations; and adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
- Perform other job-related duties as assigned.
This is a full-time, non-exempt (hourly) position. The work schedule is M-F, 8:00-5:30.
NOTE: this position is based onsite (not as a remote position).
Environment and Physical Activity
The CCS is in a non-confined office type setting in which they are free to move about at will. While performing this position spends time writing, typing, speaking, listening, lifting (up to ten pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusts focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.
The CCS may operate any or all the following: telephone, smart phone, copy machine, adding machine (calculator), scanner and image systems, scanning equipment, computer terminal, laptop, personal computer, tablet, printers, or other office equipment as directed.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Mental Demands. The CCS must be able to read documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.
What Are The Requirements? These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
BASIC QUALIFICATIONS - you must have these to be considered for this role:
- High school diploma or equivalent (GED).
- 1 or more years of experience in banking and/or Call Center (or combination of both).
- Ability to perform the essential function and physical demands of the job as listed above.
PREFERRED QUALIFICATIONS - if you have these you will stand out:
- Fluent bilingual language skills (English and Spanish).
- Strong organizational skills - ability to multitask.
- Customer focus.
- Skill to articulate thoughts clearly and listen actively.
- Knack for retaining knowledge.
- Keen attention to detail.
- Adaptable, "go with the flow" attitude.
- Friendly, positive attitude.
- Calmness under pressure.
- Intermediate level of ability using technology including, but not limited to, the following: telephone, smart phone, copy machine, adding machine (calculator), scanner and image systems, scanning equipment, computer terminal, laptop, personal computer, tablet, printers.
Why Should I Apply?
- Competitive Wages
- Health Benefits and 401(k)
- Work/Life Balance - Paid Time Off and Bank Holidays
- Training and Advancement Opportunities
Pay Transparency Nondiscrimination Provision: Generations Bank will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty of the contractor to furnish information.
We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions.
Generations Bank is an affirmative action and equal opportunity employer and adheres to to offer employment without regard to race, color, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, veteran status, or any other basis. All qualified applicants will receive equal consideration for employment.
