Contact Center Director directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Being a Contact Center Director establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Additionally, Contact Center Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Contact Center Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Contact Center Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. (Copyright 2024 Salary.com)
Position Description :
Cashiers, customer service reps, and customer service enthusiasts alike, we have a great opportunity for you! Central National Bank is adding a Customer Contact Center Representative to our team.
No banking experience required!
You read that right. Our team members have successfully transitioned from non-banking roles such as -
And more!
They found success in this role and now its your turn! With an attention to detail, knack for problem solving, and friendly customer service attitude, you may have the skills needed.
We provide you with the training and tools for the rest.
Schedule
Open availability between operating hours preferred - Mon-Fri 8 AM - 7 PM, Sat. 9 AM - 4 PM, Sun. 11 AM - 3 PM. Schedule will consists of 20-29 hours weekly.
Perks
As a part-time team member, you have access to a variety of benefits which include :
Sick Leave
Paid Holidays
Paid Volunteer Time
Access to our employee assistance program
401K & Generous Match (subject to eligibility requirements)
Day to Day
Serve as the Bank's primary Contact Centers Representative and utilize effective oral, video transaction and sales techniques such as asking open-ended questions, demonstrating enhanced listening and comprehension skills and a capacity to keep the customer positively engaged while concluding their ITM and / or Call Center personal / business transaction(s).
Maintain advanced bank product / program knowledge to support transactional and cross-sell opportunities and to appropriately apply bank policies and procedures, which include :
Recognizing and utilizing the necessary security protocol to properly identify the customers and their financial needs remotely via the video system, the call center and / or assigned on-line banking
Applying standard operating procedures as it pertains to account flags such as holds; delinquent loans and screen messaging;
an ability to recognize unusual account activity; an understanding of reporting procedures; and a comprehensive understanding of check hold processes and procedures
Remotely and proficiently processing cash / check transactions including deposits, withdrawals, loan payments, onus checks, and transfers from one account to another and an ability to cross-sell and / or refer customer inquiries to another division professionally and appropriately.
Daily balancing an electronic cash drawer throughout the day and at shift's end.
Performing financial transactions in an efficient and precise manner.
Meeting / supporting team and bank assigned goals.
Utilizing the system software proficiently and accurately.
Demonstrating a work-place attitude supportive of the Bank's Service Level Standards and Central National Bank's values which includes working with other bank divisions / departments to ensure the workflow and / or process is providing the best and most accurate service to the customer.
Other activities as assigned by management
Next Steps
Central has the perfect start for you! Head on over to centralnational.com / careers and complete a quick application. If your qualifications match up, a member of our HR team will be in touch with you to discuss the next steps.
EOE M / F / D / V
Additional Information :
Last updated : 2024-05-30