Contact Center Representative I

Performs a wide variety of duties in support of the retail function order to meet the financial services needs of both internal and external clients in all markets that we serve.

• Answers incoming calls to the Company’s Contact Center; responds to client inquiries as able or identifies Company personnel to respond to inquiries when unable to provide an immediate response.
• Proactively seeks ways to expand customer relationships in order to achieve customer satisfaction; maintains a working knowledge of the banks products and services.
• Receives all incoming internet email; responds to client inquiries as able, identifies personnel who can respond to client inquiries when unable to provide an immediate response; tracks the progress of email responses to ensure timeliness.
• Provides electronic banking support to both internal and external clients; including but not limited to Web Banking, Mobile Banking, Bill Pay, and LinkLive.
• Researches and rectifies Check Card and ATM card transaction processing difficulties for customers in a timely and efficient manner.
• Provides deposit and loan account support by supplying answers to general inquiries and referring clients to additional products or services in order to meet client needs and deepen relationships.
• Processes basic banking transactions per client request such as account transfers and stop payments.
• Accepts, responds to, and/or forwards, as appropriate, client requests for information and documentation.
• Accurately processes and reviews Mobile Deposit transactions and requests.
• Opens deposit accounts through online channels, opens all types of personal accounts and prepares related documentation; follows up with clients after new accounts are opened to deepen the relationship
• Maintains an awareness and adheres to all policies, procedures and regulations relevant to the Retail Division.
• Engages in outbound calling and needs assessment to generate qualified referrals for alternate products, channels and other lines of business.

Conforms to General Performance Expectations as identified for all employees.

• High School Diploma or equivalent with an emphasis in a business curriculum
• Minimum of 1 year experience in a banking or customer service position preferred
• Proficient interpersonal skills in dealing with clients, all levels of management and Board members
• Proficient communication, interpersonal and sales

Demonstrated proficiency in Microsoft Word, Excel and PowerPoint

Compensation:

Salary Range $15 to $23 hourly

Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. Along with a competitive compensation program please visit the benefits section of our Careers page to view available benefits.

Chemung Canal Trust Company/Capital Bank fosters a diverse and inclusive culture where employees are able to succeed to their full potential. EEO/AA Including Veterans and Disabled