Contact Center Representative - #19503265

SUMMARY: Under the close supervision of the Contact Center Supervisor, the Contact Center Representative serves at the first point of contact for customers. The incumbent responds to inbound calls on a range of customer issues from account and balance inquiries to queries about the full range of products and services. The Contact Center Representative assists customers with their individual needs in a friendly, courteous, efficient and cooperative manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Give exceptional internal and external customer service by displaying sincere, outgoing, friendliness which includes answering phones promptly, consistently exhibit courtesy, competency and concern while responding timely and using customer's name.


• Answer internal and external customer telephone inquiries by using proper telephone guidelines, account verification techniques, utilizing multiple banking systems to access customer account information and following through to a satisfactory resolution on inquiries, requests or complaints promptly.


• Complete all required documentation to meet customer needs.


• Escalate unresolved or complex inquiries to the appropriate personnel or department when necessary.


• Explain bank policies and procedures courteously and patiently.


• Maintain thorough knowledge of all bank products and services.


• Offer additional services to customers by recognizing opportunities and educating customers about product enhancements, new products or new services.


• Provide assistance to branch associates by processing customer requests when recording of calls is necessary.


• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.

TEAM ACCOUNTABILITIES:

• Support and uphold the Arvest Mission Statement.


• Uphold the Arvest Code of Ethics and ensure that confidential information is safeguarded.


• Maintain a high level of cooperation and rapport with all associates in order to ensure accurate and efficient operations and service.


• Formulate and communicate new ideas and suggestions that will improve profitability and efficiency for the company's overall operation.


• Promote professionalism at all times.