Customer Contact Center Specialist I

simmonsbank; Union City (TN); On-site; USD 23,000 - 25,000; Full time

Job summary

Simmons First National Corporation is seeking a Customer Contact Center Specialist I to join our team in Union City, TN. You will handle customer inquiries via calls and messages, resolve issues, and offer guidance to ensure a seamless banking experience.

The role emphasizes excellent telephone skills, clear written and spoken communication, and the ability to navigate multiple systems to meet customer needs. HS diploma required; one year in customer service preferred.

Qualifications

• HS Diploma/GED; one year of outstanding customer service or sales experience, preferably in a financial setting, required.
• Proficient with a PC; basic MS Word/Excel proficiency.

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.
• Performs 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.

Skills

Customer service

Communication

Listening

Problem solving

Education

HS Diploma/GED

Tools

MS Word

Excel

Job description

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.