Call Center Representative

FailSafe Communications; Sacramento (CA); Hybrid; USD 32,000 - 46,000; Full time

Job summary

River City Bank in Sacramento is seeking a Call Center Customer Service Representative to respond to client calls and resolve routine inquiries. The role focuses on understanding bank products and services to attract and maintain client relationships.

The ideal candidate has at least 1 year in customer service or banking operations, with strong communication and data-entry skills, and a minimum Associates degree or equivalent.

Qualifications

• High School Diploma or GED required.
• Associates degree or equivalent required, or combination of education and experience.
• Minimum 1 year of customer service, bank operations, regulatory and security experience.

Responsibilities

• Responds to client phone inquiries and explains bank charges, policies, and procedures.
• Resolves routine client service issues and initiates resolutions within established guidelines.
• Advises management of irregular or recurring problems and suggests improvements to service quality.
• Follows bank policies for transaction processing and client service.

Skills

Verbal communication

Listening skills

Phone etiquette

People skills

Data entry

Attention to detail

Multitasking

Initiative

Judgment

Keyboarding

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.

NOTE: We are not currently accepting inquiries from recruiters or recruiting agencies. All applications must be submitted directly by the candidates.

For CA residents please read the Notice at Collection - California before applying.

PI287451097