Call Center Representative I or II

JOB SUMMARY: To answer incoming telephone calls and chats, direct calls/inquires to proper person and/or department and troubleshoot various systems with clients. Additional duties include time sensitive deadlines and processing of reports. 

JOB SPECIFICATIONS:  

• Education:High School Graduate or equivalent
• Experience:2 years’ experience in a comparable position. Prior Banking or Call Support experience preferred.

ESSENTIAL FUNCTIONS 

• Answer client calls and chats in a professional tone and manner 
• Assist in the operations of Banking On-Call, Online Banking, Online Bill Pay. Mobile Deposit and Card functions
• Work with clients and coworkers to resolve debit card transaction concerns
• Open and distribute daily mail, log returned mail and distribute to appropriate department for corrections
• Review and process debit card order report for accuracy and problems
• Departmental supply orders
• Assist with new account mailings
• Daily exception item review
• Become knowledgeable of bank compliance rules and adhere to Federal and State banking regulations relating to this position
• Follow all Bank compliance policies and procedures relating to this position
• Provides training and assistance to newer Call Center employees, as needed, at the direction of supervisors
• Provides support to Operations teams as needed/assigned

• Other duties as assigned to meet client and operational needs

WORK CONTEXT: 

• Ability to concentrate and focus on essential functions in appropriate priority order is required.
• Requires being punctual, dependable, detail oriented and responsible for work outcomes and results. 
• Requires sitting for long periods and traveling to other departments and locations, as needed.  
• Requires contact with others by telephone conversations, chat, use of electronic mail, and face-to-face discussions.  
• Requires completion of assigned on-line training courses with a passing percentage.  
• Professional environment requiring appropriate professional demeanor and attire. 
• Work is performed indoors in environmentally controlled conditions.

SKILLS: 

• Ability to work with others in a team environment
• Ability to communicate orally in an effective manner
• Competency in operating and handling multi-line phone system
• Competency in providing exemplary client service in a professional manner
• Ability to tolerate stress in a fast-paced environment
• Ability to interpret bank policies and procedures to clients 
• Ability to deal with clients under circumstances requiring tact and diplomacy
• Competency in basic mathematical skills such as calculating interest and percentages

• Ability to operate Microsoft Office products 
• Ability to type up to 30 words per minute
• Ability to use photocopying equipment

RELATIONSHIPS 

• Responsible to the Operations Support Manager for the fulfillment of functions and responsibilities.
• Assist department managers, officers, and staff in their respective functions associated with the areas for which direct responsibility lies.
• Will have contact with clients and the public, conducting relationships in a manner that will enhance the overall marketing effort of the bank.

CORE BEHAVIORS for DELIVERING ON THE PROMISE 

• Be Genuine. Conduct yourself in a consistent, honest and compassionate manner at all times.
• Work Ethic. Be willing to go the extra mile for the client, whether internal or external.
• Influence. Be an active player in participating, building and contributing to service.
• Continuous Learning. Commit to gaining knowledge, skills and experience on an ongoing basis in order to better serve the client, increase personal satisfaction and improve the Bank.
• Team Play. We win together. Individuality is encouraged to advance and enrich the work of the team.
• Problem Solving. Being creative, problem-solving mentality to every situation. See alternatives, take initiative and assume responsibility for your actions.
• Communication. Keep others informed and up to date. Actively listen and learn from each other.
• Have a Sense of Community. We firmly believe that we’re only as strong as the communities we serve. Your involvement is an important part of who we are.

Oregon Pacific Bank is an Equal Opportunity Employer and does not discriminate on the basis of race, color, sex, sexual orientation, gender identity, age, religion, national origin, physical or mental disability, or veteran’s status.