[Hiring] Contact Center Representative @BankNewport

Role Description

Provide quality customer service to BankNewport customers in a fast-paced call center and ongoing support and maintenance of all electronic banking systems and services. Provide BankNewport customers with service excellence through customer resolution and customer follow-up while proactively building customer relationships through sales, cross-selling, and referrals.

BankNewport remote employees must follow the work schedule provided to them and be able to perform the same duties, assignments, and tasks while working remotely as they would in the Bank’s physical space. Employees are expected to adhere to the conditions of the Employee Guidebook and to obtain/maintain professional and reliable work environments. BankNewport’s policies around conduct, confidentiality, sick time, etc. continue to apply, regardless of the employee’s location.

Responsibilities

• Perform additional functions necessary, within scope of authority, to provide the highest level of service and responsiveness to customers.
• Consistently meet and exceed BankNewport customer service quality standards.
• Initiate action for account maintenance and research.
• Take ownership of customer inquiries and issues.
• Build relationships with internal and external customers through exceptional problem solving, ownership, and follow-through.
• Monitor electronic banking activity and technology (Bill Pay, Mobile Banking, Online Account Opening, etc.) through routine reports.
• Answer all calls in the eBanking and Direct Banking queues.
• Perform a variety of eBanking processing activities: setup, maintenance, closure, and cancellations.
• Generate regular reports for eBanking.
• Maintain strong knowledge of all electronic banking services and programs.
• Maintain general hardware and software knowledge of Windows and Macintosh computers, smartphones, and tablets.
• Maintain knowledge of all internet browsers and financial software/apps.
• Demonstrate extensive knowledge of all BankNewport products and services.
• Strive to meet and exceed sales and referral goals by conducting customer sales interviews, cross-selling, and up-selling products and services.
• Assist and encourage customer usage of automation with BankNewport’s electronic banking services.
• Adhere to Contact Center productivity standards.
• Act as liaison with internal and external business partners to facilitate issue resolution.
• Provide feedback on trends and issues arising from callers and systems to the Contact Center Manager.
• Maintain records in compliance with bank security policies and regulations.
• Demonstrate strong operational and procedural knowledge.
• Work closely with Contact Center Manager/Assistant Call Center Manager to ensure timely resolution of customer issues.
• Respond to all emails and messages sent by external, internal, and prospective customers.
• Coverage of front desk receptionist/switchboard operator when needed.
• Participate in Contact Center and BankNewport events and community involvement efforts.
• Track all incoming calls and issues for future research.

Qualifications

• College degree is preferred or high school diploma with equivalent experience.
• Must be able to commute to headquarters location in Middletown, RI as needed.
• Must have reliable and secure internet connections.
• Two to three years of Customer Service experience.
• Knowledge of or usage of electronic banking services.
• Strong organizational, communication, and problem-solving skills.
• Detail-oriented, analytical, and able to multitask in a fast-paced environment.
• General knowledge of mobile devices and PC/Mac hardware and operating systems.

Requirements

• Performs work independently within scope of established guidelines and practices.
• Forwards any major problems to the Senior eBanking Representative for additional expertise.

Benefits

• BankNewport is committed to a policy of Equal Employment Opportunity.
• All employees are expected to support bank-wide efforts designed to understand, measure, monitor, reduce, control and report risk.