Call Center Representative

*To apply for this position, please go to https://www.
cbthomebank.
com/benefits.
aspx complete an online application.
* *SUMMARY* Responsible for actively listening to, troubleshooting and resolving customer problems and concerns.
Representatives are also responsible for identifying and escalating customer issues to the appropriate bank department, as well as executing banking transactions and cross-selling products, services or special promotions.
*ESSENTIAL DUTIES AND RESPONSIBILITIES *include the following.
Other duties may be assigned.
Learn the established procedures for the following functions: * Maintain confidentiality of customer and customer account information.
* Receive incoming customer phone calls and respond with active listening and courtesy.
* Verify customer identity using established procedures.
* Research required information using available resources.
* Manage customer inquiries and resolve customer complaints.
* Provide customers with product and service information.
* Identify opportunities to cross-sell appropriate products, services or special promotions.
* Update existing customer information and complete the appropriate documentation.
* Identify and escalate priority issues * Route calls to the appropriate bank department.
* Follow up with customer calls when necessary.
* Document all call information according to established procedures.
*NON-ESSENTIAL DUTIES & RESPONSIBILITIES *include the following.
Other duties may be assigned.
*SUPERVISORY RESPONSIBILITIES* There are no supervisory responsibilities in this position.
*QUALIFICATIONS* To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
*EDUCATION and/or EXPERIENCE* High school diploma or general education degree (GED); or one to two years related experience and/or training; or equivalent combination of education and experience.
*LANGUAGE SKILLS* Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
*MATHEMATICAL SKILLS* Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
*REASONING ABILITY* Ability to apply common sense understanding to perform problem analysis and utilize problem solving skills.
Actively listen with attention to detail and adapt to assist customers efficiently and courteously.
Ability to deal with situations with occasional variables.
*OTHER SKILLS AND ABILITIES* Must have the ability to operate the following equipment: telephone, copy and fax machine, PC and printer.
Working knowledge of Word Processing, spreadsheets and email software.
*KEY CONTACTS--Internal and External* Has continuous contact with Bank customers in responding to inquiries, provide assistance and answer questions.
*CERTIFICATES, LICENSES, REGISTRATIONS* Valid driver’s license *PHYSICAL DEMANDS* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear.
The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms.
The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision, and ability to adjust focus.
*WORK ENVIRONMENT* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
*COMMENTS* Position requires the ability to work before or after normal business hours to attend various bank meetings and training sessions.
Job Type: Full-time Benefits: * 401(k) * Dental insurance * Flexible spending account * Health insurance * Life insurance * Paid time off * Vision insurance Schedule: * Day shift Education: * High school or equivalent (Required) Experience: * Banking: 1 year (Preferred) Ability to Relocate: * Joplin, MO 64804: Relocate before starting work (Required) Work Location: In person