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United Fidelity Bank · 1 day ago

Call Center Representative

Evansville, IN

Full-time

Onsite

Entry, Mid Level

2+ years exp

United Fidelity Bank is committed to bringing passion and customer focus to their business. The Call Center Representative position is a key customer service role responsible for managing customer service inquiries and providing friendly and efficient services to UFB customers.

BankingCreditFinancial Services

Responsibilities

Provide exceptional phone service, email, and web correspondence to customers by responding efficiently and accurately, explaining possible solutions, and ensuring that customers feel supported and valued

Refer and route customer calls to appropriate bank personnel, resources, and departments to meet their financial needs

Engaging in active listening with customers by confirming and/or clarifying information to gain a better understanding of their needs to offer answers and solutions

Diffusing any elevated concern or issues that customers may have and escalating unresolved issues

Seize opportunities to forward customers to branch staff when the opportunities to upsell products arise

Follow up customer calls when necessary

Document all call information according to standard operating procedures

Provide account information such as balances; check clearings, deposit postings, return checks, availability of funds, and statement information

Provide customer assistance/troubleshoot for Retail Online Banking, Mobile Banking, Debit Cards, and other electronic banking areas

Process account transfers, stop payments, electronic deposits, and other account maintenance requests according to standard operating procedures

Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer

Qualification

Customer service experienceCall center experienceMicrosoft Office SuiteProblem-solvingInterpersonal skillsWritten communicationVerbal communicationTime managementTeam playerIntegrity