Call Center Representative - Pottsville, PA

Mid Penn Bank; Pottsville (Schuylkill County); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental & vision insurance

Life insurance

401(k) with company match

Employee stock purchase plan

Paid time off

Paid holidays

Disability insurance

Parental leave

Tuition reimbursement

Mentorship programs

Career development

Job summary

Mid Penn Bank in Pottsville seeks a Call Center Representative to provide top-tier customer service. The role collaborates with internal departments to meet customer needs and resolve issues, while handling routine transactions and ITM interactions.

Flexibility includes occasional remote work and weekend hours as required. We offer a comprehensive benefits package and a culture that values ideas, collaboration, and community service.

Qualifications

• A high school diploma or equivalent.
• A minimum of one (1) year of experience in a retail banking environment or customer service Call Center experience preferred.
• Intermittent rotating weekend hours required.
• Employee must have the ability to work from home occasionally, for business needs or for business continuity testing, using a personal mobile or home phone and basic computer with Wi-Fi.
• Regular and predictable attendance is required.

Responsibilities

• Assist customers, vendors, prospects or other members of the public calling designated customer-service numbers.
• Recognize needs and offer viable solutions and referrals to other departments.
• Support daily operation of the call center, ensuring efficiency and high service level.
• Coordinate with other departments and management for service quality and issue resolution.
• Assist Operations with tasks such as wire transfer procedures, loan payments, password resets, debit card actions, and limit increases.
• Handle assisted transactions via Interactive Teller Machines (ITM) and verify checks and IDs.
• Support routine teller-machine transactions: deposits, withdrawals, transfers, loan payments, balance inquiries.
• Maintain customer confidentiality and monitor Red Flag indicators.
• Ensure compliance with policies and regulations; print and mail documents and notices.
• Respond to emails and voicemails and assist with various customer requests including account changes and enrollment.

Skills

Customer service

Verbal communication

Problem solving

Attention to detail

Remote work readiness

Education

High school diploma or equivalent

Tools

CRM system

Interactive Teller Machines (ITM)

Job description

**A great banking experience starts with a great team! Mid Penn Bank is actively seeking a Call Center Representative to join our team in our Pottsville Administrative Center.**

*We believe that our ongoing success depends upon a skilled, satisfied, and valued work force. As a member of our team, you can expect opportunities to develop your skills to help you excel in your role and achieve your professional career goals. We offer a comprehensive range of flexible benefits to support your personal and financial well-being. Our inclusive culture encourages all employees to share ideas, collaborate, and contribute to the values that make us a winning team for our customers, shareholders, and communities.*

**Position Overview - On Site, Monday thru Friday 8:30am - 5pm**

The Call Center Representative is responsible for providing customer service of the highest caliber to persons external to the company by recognizing needs and providing appropriate solutions. The Representative will partner with other internal departments to ensure customer needs are met and any issues are resolved timely. The Representative will follow procedures and policies and seek exception approvals as warranted. This individual will also assist with a variety of operational tasks, crucial for the success of the Operations Department. The Call Center Representative will coordinate work within the department and with other departments to ensure delivery of superior quality service to customers.

**Essential Duties and Responsibilities**

• Assists customers, vendors, prospects or other members of the public calling one of Mid Penn's specially designated customer-service telephone numbers.
• Recognizes needs and offers viable solutions of products and services to enhance customer relationships and experiences. Provides referrals to other departments or individuals as applicable.
• Provides support to the daily operation of the call center, ensuring efficiency and a high customer service level.
• Communicates and interfaces with other departments and management personnel as required by efforts to ensure the highest level of service or problem resolution for callers.
• Assists Operations Department on other operational tasks, including wire transfer call back procedures, processing of loan payments, internet password resets, debit card activations, and approved debit card limit increases.
• May perform assisted transactions to support customers with inquiries in an interactive environment using video and telecommunication equipment, specifically Interactive Teller Machines (ITM). Interacts with customers cashing checks to review check negotiability, proper identification and determine if transaction can be completed.
• Assists customers with routine teller machine transactions such as cash and check deposits, cash withdrawals, transfers, loan payments and account balance inquiries.
• Maintains customer confidentiality and recognizes Red Flag indicators and acts accordingly.
• Ensures work tasks and activities are completed in compliance with company policies and industry regulations.
• Prints and mails documents, statement, and other notices.
• Sends and responds to email notifications for various purposes including, but not limited to, card limit increases, customer identification/verification, mobile deposit status, etc.
• Responds to voicemails.
• Assists with varies customer requests and activities, including, but not limited to, card limit increases, travel notifications, password resets, unlocking user profiles (consumer and business), online banking enrollment, address changes, payoff requests, Telebanker PIN resets, stop payments, ACH revocations, card activations, software activation, etc.
• Opens/closes teller drawer in Integrated Teller daily - buy/sell cash drawer.
• Makes use of the company's Customer Relationship Management system to record customer interactions, helps build trend patterns, r refers complex issues requiring additional follow-up to the appropriate person or department.

**Education & Qualifications**

• A high school diploma or equivalent.
• A minimum of one (1) year of experience in a retail banking environment or customer service Call Center experience preferred.
• Intermittent rotating weekend hours required.
• Employee must have the ability to work from home occasionally, for business needs or for business continuity testing, using a personal mobile or home phone and basic computer with Wi-Fi. The company provides remote access technology.
• Regular and predictable attendance is required.

**Pay Transparency**

We set standard salary ranges for our roles based on the position, function, and responsibilities, as benchmarked against similarly sized companies in our industry. Specific compensation offered will be determined based on a combination of factors including the candidate's knowledge, skills, depth of work experience, and relevant licenses/credentials. The salary range may vary based on geographic location.

**Benefits**

Mid Penn Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account, dental and vision insurance; life insurance; 401(k) program with employer match and employee stock purchase plan; paid time off, paid holidays; disability insurance coverage, parental leave; employee assistance program, and tuition reimbursement.

In addition, all employees are eligible to participate in mentorship programs, receive individualized development and career counseling, and participate in Mid Penn University courses and development programs.

**EEO Statement**

Qualified applicants are considered without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, genetic information, pregnancy, disability, or protected veteran status. We also comply with all applicable laws governing employment practices and do not discriminate on the basis of any unlawful criteria.

Equal Opportunity Employer-Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity

**Sponsorship Statement**

As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Mid Penn Bank currently or in the future.