Communication Center Representative - Horizon Bank : Job Details

The Communication Center Representative is responsible for initiating, enhancing and maintaining customer relationships by Going Beyond. The Communication Center Representative represents the Bank to the customer in a courteous, professional manner in video banking, face-to-face, written and telephone communications. Communication Center Representatives generally have 2 years or more of banking experience or professional sales experience in a service-oriented environment. The Communication Center Representative must demonstrate a high degree of initiative and experience combined with a mastery of bank products and systems. They must demonstrate strong technical skills and be able to probe for information regarding customer's needs and provide effective solutions. Work is typically performed in a virtual call center environment with on-screen video support. Must be able to work flexible shifts between 8 am and 8 pm EST, Monday through Saturday.

The Communication Center Representative is able to develop and enhance customer relationships to identify cross selling and referral opportunities. They are accountable for meeting accuracy, production, deposit, sales, and referral goals. They have expert knowledge of bank processes, products, services and resources as well as banking regulations, including Bank Secrecy Act (BSA). They must provide timely, efficient, and accurate service in processing transactions and customer inquiries in accordance with all regulations, policies and procedures. Actively protect confidentiality of customer and account information by following our customer identification and verification procedures.

• Deliver first class customer service and branch support through Video Banking, Call Center and Messaging. This includes processing customer banking transactions during extended hours at Video Banking machines.
• Ability to multi-task and expertly manage a high volume of video banking and telephone calls, chat sessions and emails on a daily basis and prioritize follow-through. Maintain high quality of work with excellent attention to detail to meet all accuracy and productivity goals.
• Effectively mitigate risk and exposure to loss through digital, telephone and video banking platforms by following established customer verification procedures. Maintain customer confidence and protect bank operations by keeping information private and confidential. Report any suspicious transactions, calls, or unusual occurrences to Financial Crimes.
• Proficient understanding of all company procedures, products, and consumer online banking services offered in order to respond to customer and branch inquiries tactfully and professionally.
• Perform all work in compliance with established regulations, policies, Standard Operating Procedures (SOPs), and instructions.
• Participate in ongoing skill, compliance, risk management and security training as required for the position and apply knowledge in daily tasks.
• Other duties as assigned.

• Must have high school diploma or equivalent. Additional education or certifications is a plus.
• Previous banking or call center experience is preferred.
• Minimum of two years of customer service experience with significant phone and online customer service experience is required.
• Ability to communicate clearly and effectively over the telephone, through messaging, and video with customers and co-workers.
• Provide strong customer service and problem-solving skills while responding to inquiries with tact, diplomacy and patience.
• Ability to learn and retain extensive knowledge of banking products and services.
• Exceptional organization, time management and follow-up skills.
• Excellent interpersonal skills and ability to communicate effectively with customers, bank employees and outside service providers.
• Demonstrates ability to provide expert technical support for consumer bank services and products.
• Ability to follow detailed instructions and a wide range of procedures requiring sound judgment.
• Must have proficient typing and computer skills, specifically Microsoft Word and Excel and the ability to navigate multiple banking software systems.
• Ability to work flexible shifts during the hours of 8 am to 8 pm EST Monday through Saturday is required.

• Customer Focus

• Risk Assessment

• Adaptability and Flexibility

• Problem Solving

• Effective Questioning

• Technical Teamwork

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA).

Physical Demand:

Percentage of Time:

Communicate with customers, advisors and managers regarding banking transactions and issues. Able to exchange accurate information with others.

90-100%

Able to verify authenticity of financial instruments, forms, documents and signatures. Able to verify identity of customers, vendors and service providers. Able to observe actions of others to ensure safety and security of the facility.

90-100%

Able to grasp, move and sort forms and papers.

90-100%

Constantly operate a computer and other office machinery such as calculator, copy machine, fax machine, scanner, printer and telephone.

90-100%

Able to remain stationary at a desk for long periods of time.

75-100%

Regularly move about the office to access file cabinets, storage drawers and various office equipment.

75-100%

Occasionally position self to reach heights between floor and 6'.