Call Center Representative
Kennebunk, Full-time
Summary
Responsible for providing customer support and sales assistance via phone and email by answering inquiries, processing transactions, resolving complaints, and providing product/service information. Key responsibilities include handling both inbound and outbound calls/emails, documenting interactions in CRM software, escalating complex issues, and meeting performance targets.
- Promptly answers inbound calls and responds professionally and efficiently to customer/consumer inquiries ensuring callers receive accurate details about the Bank’s products and services.
- Engages in active listening with callers, confirming or clarifying information to identify customer needs and find effective solutions.
- Follows standardized scripts to ensure consistency, while also tailoring responses as deemed necessary.
- Follows the Bank’s CIP program and Fraud/Reg Flag procedures to identify customers and mitigate fraudulent attempts to access NPI.
- Researches customer transactions including, but not limited to: providing statement images, ordering checks, placing stop payments, managing all debit card related inquiries, etc.
- Educates customers about the features and benefits of the Bank’s products, programs and services, and provides detailed information related thereto. Identifies opportunities to introduce additional products or services. Makes sales or recommendations for products or services that may better suit client needs.
- Guides callers through troubleshooting, or using the Bank’s products or services.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support while demonstrating courteous and respectful behavior at all times.
- Remains calm under pressure, ensuring consistent performance even during high call volumes.
- Recognizes when a customer’s issue requires escalation to management or specialized departments when necessary.
- Logs all customer interactions, including inquiries, solutions, and follow-ups, in a computer system or CRM utilizing software, databases, scripts, and tools appropriately.
- Understands and strives to meet or exceed call center metrics and key performance indicators, while exceeding customer expectations through effective communication and problem-solving abilities.
Position Specific Requirements
- High School diploma or equivalent required.
- Minimum 3 years’ banking customer service required; call center experience preferred.
- Exceptional customer service, active listening, and verbal and written communication skills, and friendly, professional phone voice.
- Ability to adapt to changes in the work environment, manage competing demands and deal with frequent change, stress and/or unexpected events.
The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.
*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case by case basis. EOE/AA/M/F/Vet/Disability
About Working at Eagle Bank
We are a thriving, independent community bank, fully immersed in the evolution of a brand culture that is rooted in the heart of our organization. Together, we stand united in the knowledge that we are people who want to make a difference and be part of something bigger than ourselves. We do this through demonstrated:
- Passion and Drive
- Highly motivated professionals driven to succeed
- Shared Vision and Thinking
- Unwavering commitment to collaboration
- Focus and Performance
We expect the highest performance level from ourselves and our coworkers, and we hold each other accountable in our pursuit of this expectation.
We encourage and support continued learning to help us grow as individuals, personally and professionally. We foster and create opportunities for our continued success, recognizing and rewarding all those who make it possible.
We’re looking for qualified candidates who are authentic, optimistic, respectful, and inspire belief to stand united with us as a valued member of the Eagle Bank team.