Contact Center Agent

Should you meet the minimum qualifications and are interested in applying for this position, please complete the internal job application located on the intranet/Library/HR and return to HR by 2/16/2024. Proper signatures are required before routing to HR.

This position can be based in Statesboro or in Warner Robins.

SUMMARY

A Contact Center Agent is responsible for representing Morris Bank internally and externally in a professional manner always. Each Agent will be responsible for processing inbound calls while delivering a Code BLUE quality customer contact experience. Each call requires accuracy, focus and a sincere desire to be able to help our customers. The expectation would be to always communicate effectively during interactions leading to a positive professional experience that builds trust and deepens our commitment to the communities we serve.

ESSENTIAL FUNCTIONS

• Process inbound calls for multiple account types while demonstrating and adhering to product knowledge, bank policy and privacy guidelines
• Flexible & Positive Attitude
• Provide support regarding electronic delivery channels
• Promote and actively pursue opportunities to establish new relationships and expand existing relationships via education of bank products and services
• Serve as a HELP desk in the areas of Deposit Operations, Customer Service, Loan Department, and IT Department
• Identify and recommend solutions to resolve customer issues. When appropriate, refer customers to specific department specialists
• Timely follow up on all maintenance and research transactions
• Comply with all Federal and State Banking laws and regulations
• Assist with debit card transactions and initiate fraud processes
• Performs other duties as assigned by management.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

• High School Diploma or equivalent
• One to two years of similar or related experience
• General knowledge of bank operations, policies, and procedures
• Basic knowledge of Morris Bank products and services
• Adaptive to new technology to be able to assist with electronic banking
• Strong attention to detail, effective communication skills to be able to convey complex issues simply, patience, good judgement, and pleasant phone voice
• Perform excellent oral & written communication skills which include the ability to use proper grammar and spelling while conveying a friendly, helpful demeanor
• Knowledge of Software applications: Windows, Microsoft Word, Excel, Internet Explorer
• Must be a team player
• General knowledge of Bank Secrecy Act/Anti-Money Laundering Program preferred.

POSITION SPECIFIC COMPETENCIES:

• Customer Relations- Excellent customer relations skills are demonstrated. Is always attentive, concerned, and polite. Able to diffuse difficult situations smoothly.
• Problem Solving- The overall ability to supervise and direct people and/or resources to meet department goals. The level at which one is able to motivate people, plan and prioritize unit operations, respond to changing conditions, and manage costs effectively
• Oral Communication- The ability to communicate meaningfully through both formal and informal oral presentations. The use of effective verbal communication skills including voice quality, speech clarity, active listening, and proper grammar.
• Attention to Detail- The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations.
• Quantity- Work output and productivity consistently exceed expected standards. Produces very large volumes of work. Utilizes strategies to significantly enhance efficiency. Deadlines are always met or exceeded.
• Focus- The level at which one maintains attention and concentration on job duties. The ability to minimize distractions and fully apply oneself to the timely accomplishment of assigned tasks.

PHYSICAL REQUIREMENTS

Must be capable of operating all types of office equipment and able to sit for long periods of time

EQUIPMENT USED

Computer, telephone, fax machine, scanner, copier, printer

SUPERVISORY REQUIREMENTS: None

WORKING CONDITIONS

• Requires incumbent to remain sedentary within office/cubicle
• Requires some travel for training/seminars

The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

This job description is not intended to be and should not be construed as an all-inclusive list of the responsibilities, skills, or working conditions associated with the position. While this job description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add, or remove duties and assign other duties as necessary.