Contact Center Agent

ABOUT US: German American Bancorp and its family of financial services companies employ talented, compassionate people throughout the organization, truly making German American special. Delivering genuine, customized, personal service with a focus on truly serving customers and communities well, our employees bring the Shield of Excellence commitment to life with each and every interaction. Job Summary: Respond to a variety of incoming customer inquiries utilizing various resources in a call center environment. Communicate responses, at times complex and difficult, to customers in a clear and professional manner to contribute to their overall satisfaction with the product and or service provided. Take ownership of each inbound inquiry by bringing prompt and accurate resolution to exceed customer expectations. Primary Responsibilities and Job Functions: •Answer incoming customer questions regarding account details, Bill Pay, Fraud or Reg-E transaction disputes, as well as troubleshooting for our Online and Mobile Banking services.  •Request support from other areas of the bank or engage subject matter experts as required to obtain the required information to respond to customers questions.  •Exceed customer expectations by successfully establishing customer rapport, setting appropriate expectations, asking probing questions and delivering on all commitments in a team based environment to contribute to customer satisfaction. •Communicate complex and difficult responses to customers as required, in a clear and professional manner to ensure their understanding and contribute to their satisfaction with the product or service provided. •Leverage the escalation process appropriately to address customers that require further assistance. •Complete all responsibilities in a manner compliant with applicable laws and regulations and or that help the company be compliant with the laws and regulations. •Navigate multiple systems to retrieve account information required to formulate complete and accurate responses that address customer inquiries. •Promote an environment that supports diversity and reflects the German American Brand. •Communicate effectively to a broad range of customer types including difficult and or elderly callers. •Understand and adhere to Company and Customer confidentiality. •Must be able to work Monday-Thursday from 8:00am to 6:00 pm EST, Friday 8:00am to 6:30pm EST, and rotating Saturdays from 8:00 am to 12pm EST    Minimum Qualifications: •High School Diploma, Associates Degree Preferred  •Min. 1 years' customer service experience, banking experience is preferred •A background that shows solid longevity and dedication to past positions •Proven verbal and written communication skills •Proven ability to meet and or exceed set goals and targets •Proven problem- solving skills •Proven interpersonal skills •Excellent data entry and typing skills. (35 wpm min.) •Technical troubleshooting aptitude •Good organizational and time management skills •Strong PC proficiency  •Must pass the pre-employment skill assessments •Excellent attention to detail •Must be a team player who also works well independently •Uses sound decision making and judgement skills. •Appropriately applies and interprets existing rules, regulations, Policy and Procedure Indy Star. Keywords: Call Center Representative, Location: Evansville, IN - 47747