FEATURED PROJECT: Remote-Call Center Representatives. $12 per hr.
SALARY RANGE: $12.00 hourly. Increase for CCR II & III
HOURS: Part time, and F/T hours
Call Center Representatives report to the Call Center Supervisor and are responsible for assisting customers with account research or problem solving. They ensure timely and accurate resolution which may require collaboration with other departments. They communicate status with the customers, new-account enrollments, payments, inquiries, and toll bill-related questions over the phone if the issue is not resolved at first point of contact.
They are knowledgeable regarding our products and services and capable to explain this information to the satisfaction of customers. They assess customer needs and recommend and refer customers to internal business partners.
- Answers incoming calls and makes any necessary follow up outbound calls.
- Knowledgeable in the processing of transactions in the system; receives, processes, and deposits payments; updates accounts as to their status; and opens new accounts.
- Takes credit card payments over the phone for accounts, noticed transactions, and new accounts.
- Researches and resolves customer issues.
- Processes and fills out multiple types of electronic forms.
- Performs data entry.
- Documents phone calls and actions in the database.
- Receives and processes account update requests from inbound phone calls.
- Troubleshoots situations accurately, quickly and efficiently for customers on the phone.
- Helps other departments with their tasks when inbound call volume is low.
- Maintains an above average attendance record.
- Meets or exceeds productivity standards.
- Completes daily task in compliance with established policies and procedures.
Keeps Call Center equipment operational by following established procedures; reporting malfunctions. Protects confidential customer information and ensures that customer identity is always certain, in compliance with Call Center work procedures. Monitors for suspicious account activity and takes necessary action to mitigate risk to protect the Bank and our customers from potential loss. Fulfills all assigned responsibilities as described in applicable operational procedures with minimal supervision.
High school graduate at minimum. Ability to use basic office systems and equipment, such as a computer, telephone headset, copier and fax machine, and Microsoft software. Passage of a standardized test, indicating rudimentary skills in data entry, writing, math skills and language skills. Ability to learn and operate computer software programs for accessing and controlling CSC/VPC systems
Call Center Representative I – no previous Call Center experience required
Call Center Representative II – two year’s work experience in a CSR or financial institution Call Center, or related experience. Demonstrates consistent capability to productively resolve complex customer interactions. Achieves high standards with regard to Call Center metrics relating to sales, service, compliance, and adherence to all required processes/procedures.
Call Center Representative III – three year’s work experience in a financial institution Call Center, or related experience. Fulfills all requirements of Call Center Representative II and is also capable to provide customer service support for all systems including online mobile platform. Leads and supports other employees performing similar duties.
Senior Call Center Representative – – Fulfills all requirements of Call Center Representative III and also demonstrates a strong understanding of online/mobile transactional technology products and services. Leads and trains other employees performing similar duties. Manages the most complex customer calls/issues and concerns. Maintains applicable Call Center metrics, records, logs and reports. Serves as a back-up to supervisor in performing various duties.
Works well in a team environment. Has the focus, persistence, positive outlook and discipline to meet the personal demands of a high volume, fast paces sales/service and technology support role/environment. Sets high standards of personal performance, quality and accountability.
Medical, Dental, and Vision offered, plus Life and Disability, with a 401K and company matching
*** Applicants need to specify on secondary application which position they are applying for. Information should be included on applicants profile and/or resume. 3 work references will be contacted prior to interview sessions. DO NOT CALL, Resume Portfolio / VA Websites will be reviewed online and applicants will be contacted directly. Must have VOT resume profile and website available for review
Submit the form below. Provide your email address and link to your VA website. Company will contact you through VOT or contact information on profile to arrange your telephone interview. Interviews are being scheduled now – apply now!