Call Center Specialist

Position Purpose:

Responsible for receiving and responding to customer service inquiries (both external and internal) and problems via phone, in a prompt, efficient, knowledgeable, and courteous manner. Promotes and sells products/services. Researches problems and documents processes to correct the issue.

Key Accountabilities, Responsibilities and Expectations:

• To provide world class customer service by answering customer incoming calls by the third ring, when at all possible, and responding/resolving inquiries in a prompt, friendly and efficient manner.

• Answers incoming telephone calls from both external and internal clients and relays information regarding all aspects of all Bank product lines. Follow-up on all situations that cannot be handled immediately.

• To resolve complaints, under general supervision and established procedures, within a reasonable time frame as established with customer. Handles difficult customers in a tactful and helpful manner. Accountable for other's omissions or errors (takes ownership of problem).

• To provide Civista Telephone Banking and Online Banking support services by unlocking accounts and resetting passwords; responds in a knowledgeable manner to questions and provides appropriate answers to resolve problems.

• To cross-sell Bank services at every opportunity; refers possible business to other departments within the Bank as appropriate.

• To meet referral quotas and sales call goals as established by management for this position.

• To participate in outbound calling programs as assigned when new products or projects occur.

• To act as a 1Source technician as appointed by the manager.

• To complete clerical functions in the following areas, when request is made by phone: signatures card changes, assigning ATM/Debit cards, processing check orders and so forth.

• To maintain proficient product knowledge, operational and customer service skills through regular training and product review and performs general clerical functions as required.

Qualifications, Knowledge and Skills:

• Three months to one year of previous customer service experience.

• High School diploma/G.E.D.

• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others (via telephone) inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

• Excellent communication skills and commitment to world class customer service.

• Excellent telephone etiquette skills and the ability to be a "sales-active listeners" in order to build rapport with the customer and cross-sell as needed.

• Good problem-solving and decision-making skills.

• Ability to use independent judgment appropriately.

• Thorough knowledge of all deposit products.

• Ability to learn and become proficient in the use of specific software products that must be utilized in responding to client inquiries, including but not limited to: Microsoft Word and Excel; ATM programs, Deluxe Check Ordering, Deposit Platform and Core system.

• Ability to use general office equipment.

Physical Requirements:

• Work involves eye strain due to the constant use of computer screens,

• Work involves sitting the majority of the day.

• Work involves speaking and using a multi-line telephone system.

• Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions.

• Work involves light lifting of boxes/files.

Pay Transparency Nondiscrimination Provision: https://www.dol.gov/agencies/ofccp/posters

Equal Opportunity Employer EEOC M/F/D/V

This Position Description is not a complete statement of all duties and responsibilities comprising this position.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this position at any time.

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