Contact Center Agent

Contact Center Agent

At Richwood Bank, our purpose is to inspire, protect, and celebrate anything that makes communities thrive.

Have you ever wanted to work for a company that exceptionally lives its values? One hundred and fifty years ago, we began as a small community bank. Today, we are still a community bank - as well as a payroll processing team, a marketing agency, a coffee shop, and more. We have flipped the switch on traditional banking. Yet, we have always aimed to provide the very best customer experience, contribute to the greater good of our local communities, and make every effort to be the best employer in the area with a company culture that works hard to develop, recognize, and award its team members.

The Contact Center Agent position is very important and valued because you will be educating and assisting our most valuable asset - our customer - in a new and challenging way. Our Contact Center Agents must be highly skilled and possess knowledge touching all areas of the Richwood Bank.

Richwood Bank prides itself on unique culture and all team members should be active and engaged participants.

Richwood Bank has a comprehensive benefits package for full time employees including but not limited to, medical and wellness program, dental, vision, employee assistance plan, life insurance and supplemental short-term disability. Full-time and part-time employees have access to a 401(k) plan, an enhanced Wellness program, tuition reimbursement and tons of professional development opportunities!

Essential Functions

• Greets customers by phone and chat pleasantly and effectively
• Educates customers how to gain the most potential from the current services they have, and recognize opportunities to cross promote more products and services that will benefit their life goals
• Demonstrates knowledge of all accounts, products and services offered
• Supports customers with all account and service needs that are capable via phone or chat
• Sets appointments with customers who may need to be physically present for banking needs
• Communicates with teams and branches of appointments or customer follow up needs
• Stays current on rates for CDs, savings IRAs and interest-bearing checking
• Listens to customer needs and recommend the best solutions to help them succeed
• Assists team with miscellaneous office support as needed and when time allows
• Ensures work completed is accurate and appropriate. Verifies and validates all data to confirm accuracy and reliability. Paying close attention to details of all information received and entered.

Skills and Abilities

• Excellent customer service skills
• The ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with bank exposure to loss and fraud
• Strong Problem-solving skills
• Mathematical skills
• In-depth knowledge of our bank products and services
• Work well under pressure and in a fast-paced environment
• Ability to identify opportunity to educate customers of more products and services that may fit their needs (cross promotion)
• Strong communication skills
• High degree of accuracy
• Detailed and organized
• Maintain confidentiality at all times
• Maintain a positive can-do attitude towards your team and customers
• Knowledge of various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Biley Act, Regulation E and teller roles and responsibilities relating to each act
• Punctual
• Driven to succeed and open minded to learn more about new technology within our industry
• Accurate typing skills; basic computer skills, including the use of word processing, spreadsheet software applications, and e-mail

Education

• High School Diploma or GED required; college preferred
• One year banking required

Equal Opportunity Employer/Disability/Veterans. Richwood Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.