Call Center Specialist III

Call Center Specialist III Department: Central Operations/Call Center Location: Lodi Salary: $22.90 - $26.33 (Commensurate with experience and qualifications) Supervises Others: No Employment Status: Full-Time (40hrs) Hourly, Non-Exempt

• Benefited – Mon
• Fri F&M Bank’s Call Center Specialists III are responsible for the tasks and duties they are assigned included but not limited to: responding to incoming calls in a timely manner to assist customers with Bank or account related questions and problems, recommending Bank products and services, and providing Debit Card & Online Banking support while utilizing additional department support. Call Center Specialists are the “voice” of the Bank to our customers and as such, are expected to consistently present a professional attitude and communicate effectively. Our Call Center Specialists respond to a high volume of inbound telephone calls by providing prompt, exemplary service to internal and external Bank customers as they assist with simple to complex questions regarding their account(s) and look for cross sale opportunities. Who are we looking for? Our ideal candidate is a “service champion” with internal F&M Bank experience of one year or more; one who models exceptional customer relations and implements effective ways to deliver personalized service based on individual customer needs. This individual builds and maintains positive customer relationships by actively listening to customers, seeking to confirm or clarify information when needed, while providing timely and accurate answers and valuable solutions. This person is a self-starter who demonstrates effective call center practices and assists customers with Bank or account related questions and provides Online/Mobile Banking and Debit Card support. A top-notch, personable communicator who listens for customer cues while processing transactions and proactively resolves problems with finesse. Someone with a strong working knowledge of banking institution concepts, federal/state regulations, policies, and procedures. This individual works to meet assigned productivity targets and performance goals, including service quality, operational, and compliance commitments and other deadlines. An individual devoted to operational excellence, adhering to high ethical standards while maintaining confidentiality Exercise independent judgment, initiative and tact in dealing with management, supervisors, staff and the general public Ability to receive feedback related to performance, call metrics, and call monitoring. Dependable attendance and punctuality by all employees are critical to the Bank’s success. Must be reliable and maintain and excellent attendance record. Also required: Minimum of high school diploma or equivalent, college work/degree preferred One year or more work experience within F&M Bank Multi-tasker with a desire to go the extra mile to service our customers Superb written and verbal communication skills, with an emphasis on correct English grammar Ability to use a multi-line telephone system and various computer based applications, including Microsoft Office (Word, Excel, and Outlook); must have the ability to quickly learn and utilize new and updated system applications F&M Bank We are an equal opportunity employer
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