Contact Center Specialist I

Job Description

Job DescriptionDescription:

Short Description

The contact center specialist I has prior financial service experience and existing skills to deliver excellent service and identifies member needs by phone, email, chat, video, and text messaging. The position requires lending knowledge and offers service utilizing the newest and most advanced technology in banking within Palm Beach County.

Full Description

• Greets and properly authenticates members by phone, chat, text, video, and email
• Determines member needs and either assists directly via phone, chat, text, video, or email or directs to an appropriate representative
• Covers branch or other departments as needed
• Informs members and prospective members about products and services
• Takes and processes loan applications
• Instructs members on the use of our website and mobile app to apply for loans and membership
• Provides technical support for online and mobile banking services
• Conducts account research and processes service request cases as assigned
• Directs calls and takes messages from the Contact Center to requested staff
• Monitors and controls to help members handle and prevent fraud
• Handles debit and credit card requests
• Underwriting credit card applications
• Review transaction reports to help identify fraud and risk
• Work with teller department to facilitate some transactions
• Other tasks as assigned
• Direct service provided as follows:
  • Order ATM and debit cards
  • Take loan applications, review for completeness and input into system
  • Assist with IRA deposits, withdrawals, and transfers
  • Assist with outgoing wires
  • Open/Close accounts
  • Process payments from online sources
  • Take Stop Payments
  • Process change of address requests and check orders received from members
  • Identifies and advises Auto Advisor of referrals and denials for auto purchase loans
  • Cross-department requests with Head Teller for cashier checks, ATM cards, and checks

Schedule, Pay & Benefits

• $15- $18 hourly
• Full-time -40 hour work week in-office
• Cafeteria plan to purchase health, dental, life, and disability insurances
• 401(K) and match
• 11 Paid Holidays
• Personal Time Off (PTO)

Requirements:

• Customer service experience
• Spanish and English required