Call Center Representative

River City Bank; Sacramento (CA); On-site; USD 42,000 - 52,000; Full time

Job summary

River City Bank in Sacramento, CA is seeking a customer service representative to respond to client calls and resolve routine account questions in line with bank policies. The role aims to maintain knowledge of products to attract, retain and expand client relationships.

Candidates must reside in the Sacramento area and have at least 1 year of customer service or banking related experience, with strong communication and data entry skills. Associates degree or equivalent is required.

Qualifications

• Minimum 1 year of customer service, bank operations, regulatory and security experience.
• Excellent verbal communication, listening, phone and people skills.
• Data entry and attention to detail.

Responsibilities

• Respond to client phone inquiries and explain bank charges, policies and procedures.
• Resolve routine client service issues within established guidelines.
• Inform clients on causes of problems and actions being taken.
• Follow bank policies for transaction processing and client service.
• Promote the bank's philosophy of excellent client service.

Skills

Customer service

Call center

Banking knowledge

Typing

Communication

Education

Associates degree or equivalent

Job description

River City Bank

Sacramento, CA

Description

Responds to and resolves routine telephone calls from clients and bank employees concerning client accounts and client account-related services in accordance with established policies, procedures and service quality standards. Maintains knowledge of Bank products and services to seek opportunities to attract, retain and expand client relationships.

*Candidates for this role must reside in the Sacramento, CA area.*

Essential Functions

1. Maintains knowledge of Bank products and services in order to responds to client phone inquiries.
2. Interprets and explains bank charges, policies, procedures, special programs, rates and initiates appropriate transactions to satisfy client requests.
3. Resolves routine client service issues in a timely manner. Reviews issues, performs research, and initiates resolutions within established guidelines.
4. Informs clients on cause of problems and explains corrective actions being taken.
5. Advises management of irregular or recurring problems and suggests improvements to improve the service provided by the call center.
6. Follows established bank policies, procedures, and guidelines for transaction processing and client service.
7. Protects the bank’s assets/income and maintains the confidentiality of client information.
8. Responsible for following (or adhering) to the Bank’s Information Security policies and procedures.
9. Obtains/monitors bank account documentation.
10. Responsible for promoting the bank’s philosophy of excellent client service.
11. Supports the Community Reinvestment Act through participation in community organizations.
12. Maintains current knowledge of bank regulations. Ensures compliance with all Federal, State and Bank policies, procedures and regulations.
13. Other duties as assigned.

Requirements

Education

Associates degree or equivalent required, or combination of education and experience.

Required Experience

Minimum 1 year of customer service, bank operations, regulatory and security experience. Customer focus and service experience.

Knowledge Skills/Abilities

1. High School Diploma or General Education Degree (GED).
2. Minimum 1year call center or banking related experience.
3. Advanced keyboarding skills.
4. Ability to work under pressure; multitasking.
5. Ability to take initiative.
6. Ability to exercise good judgment.
7. Excellent verbal communication, listening, phone and people skills.
8. Data entry and attention to detail.

Additional Comments

River City Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Note

River City Bank does not sponsor applicants for work visas.

Equal employment opportunity, including veterans and individuals with disabilities.