Contact Center Specialist

Summary: Responds to a variety of inbound customer inquiries via telephone while meeting customer service standards. Performs research to resolve issues, educate clients and promote all bank services. Assist clients in navigating technology available to them.

Education and Experience:

1. Minimum high school diploma or general education degree (GED).

2. Demonstrated customer service skills within a sales culture.

3. Call center experience preferred.

4. Strong telephone etiquette and interpersonal skills.

Knowledge, Skills and Abilities:

1. Proficient in working with customers to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services. Is committed to providing quality customer care. Primarily focused on inbound calls.

2. Effective verbal, written and interpersonal skills, with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, and speak clearly to customers and employees. Ability to actively listen to customers issues.

3. Attention to detail and follow-up.

4. Intermediate computer skills.

5. Deals calmly and professionally with high stress situations (for example, tight deadlines, hostile individuals, emergency situations, dangerous situations).

6. Receives and follows detailed instructions and procedures possessing good retention skills and able to handle multiple priorities.

7. Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.

8. Consistently maintains high degree of integrity with customers and coworkers.

9. Ability to learn, adapt and collaborate with others.

Essential Job Functions:

1. Supports internal and external customers at every touch point including phone, email, text, online and in-person interactions to resolve questions and concerns. Builds relationships by communicating with professionalism and empathy. Takes ownership of the customer experience with a focus on positive outcomes and resolutions. Primarily focused on inbound calls. (60%)

2. Identify customer needs and offer new opportunities by referring to appropriate business line to deepen relationship. (10%)

3. Provide technical support for digital banking products (5%)

4. Research, analyze and resolve customer issues, determine appropriate resolution, manage difficult customer situations, and follow up on resolution. (10%)

5. Responsibility for understanding financial institution and regulatory policies and procedures in relation to position. (10%)

6. Presents a professional appearance regarding dress and demeanor at work. (5%)

Our Creed

We are one team.

We value honesty and clarity.

We embrace understanding and resourcefulness.

We believe in the strength of collaboration.

We are UNION Savings BANK.

Union Savings Bank promotes an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified disabled applicants and employees. (M/F/Dis/Vet) Please see your manager should you have any questions about this policy or these job duties.

We are a local community bank in Northern Illinois with offices in Rockford, Belvidere, Mount Morris and Freeport.

If you’d like to learn more, APPLY NOW, and start your career today!

EOE/M/F/Disabled/Vet