Customer Contact Center Specialist I

simmonsbank; Springfield (MO); Sur place; USD 23 000 - 25 000; Plein temps

Résumé du poste

Simmons First National Corporation is hiring a Customer Contact Center Specialist I in Springfield, MO. The role involves delivering full customer service via multimedia channels, resolving questions, and proactively guiding customers on the best way to interact with the bank.

You can earn monthly incentive pay and opportunities for promotion after meeting quality, training, and production goals in a fast-paced environment.

Qualifications

• HS Diploma or GED required with customer service or sales experience.
• Strong verbal and written communication skills.
• Ability to read and comprehend procedures and regulations.
• Proficient with a PC, MS Word and Excel; multi-system navigation.

Responsabilités

• Handle incoming calls/messages from customers and respond helpfully.
• Identify the best response or direction and offer convenient options.
• Process account balance, transfers, stop payments, and address changes.
• Troubleshoot customer inquiries and review reports for accuracy.
• Ensure compliance with laws, policies, and required trainings.
• Maintain punctual attendance and professional telephone demeanor.

Connaissances

Communication

Critical Thinking

Judgment and Decision Making

Sales Customer Service

Professional Telephone Skills

Business Writing

Formation

HS Diploma/GED

Outils

MS Word

Excel

Description du poste

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Position Summary

Do you like helping people achieve financial peace of mind? We offer just that in a fast pace, multi-dimensional work environment with the ability to earn additional incentive pay monthly and be promoted after meeting well defined quality, training, and production goals.

Compensation Range: $17.00 - $18.00/hour

The Customer Contact Center Specialist I passionately performs a full range of customer service via multimedia communication as directed by the management of the Contact Center. "Builds Loyalty" with customers by delivering the best experience possible, effectively resolving customer questions and concerns, proactively offering advice on the best way to interact with the bank when necessary.

Essential Duties and Responsibilities

• Receives and processes incoming calls or messages from customers.
• Responds to inquiries and determines the appropriate response or direction, and proactively offering the most convenient solutions or options for the customer.
• Completes various operational processes to support customer requests.
• Processes account balance or transfer requests, stop payment orders, changes of address and other customer requests or authorizations.
• Completes trouble shooting if needed to support a customer inquiry.
• Reviews reports, prepares correspondence, and participates in special department projects as required.
• Ensures that all departmental documents and activities are performed in compliance with applicable laws, regulations, policies, and procedures as applicable to this position, including completion of required compliance training.
• Performs other duties and responsibilities as assigned.

Qualifications

• Ability to read and comprehend complex instructions, short correspondence, and memorandums.
• Ability to read and interpret documents such as procedures manuals, general business correspondence and/or journals, or government regulations.
• Ability to effectively communicate orally or with written word depending on role
• Ability to efficiently navigate a multi system (10) environment to resolve issues customers are experiencing
• Ability to problem solve by thinking critically and asking probing questions.
• Ability to listen effectively and deescalate customer frustrations using empathy

Education and/or Experience

HS Diploma/GED One year of providing outstanding customer service or sales experience, preferably in a financial setting, is required.

Specialized Training

None

Computer Skills

• Proficient with a PC
• MS Word and Excel

Certificates, Licenses, Registrations

None

Other Qualifications (including physical requirements)

• Must possess excellent telephone skills, including a professional speaking voice.
• Must have good oral and written communication skills.
• Must present as friendly and professional.
• Must maintain punctual and regular attendance.

Other

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice.

Skills Training

Communication, Critical Thinking, Judgment and Decision Making, Sales Customer Service, Professional Telephone Skills , Business Writing

Equal Employment Opportunity Information

Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications.