Contact Center Representative

OVERIEW:

Organizes, coordinates and manages the activities of the Contact Center which includes coaching, managing and leading the team to exceptional customer services and fostering a sales environment with the department.  Adheres to Bank strategies, policies and procedures.  

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary, within scope of authority, to provide the highest level of service and responsiveness to customers.

1. Manages, coaches and executes on “Set your Sales” Program.

2. Coach Team regularly by listening and monitoring calls daily and documented weekly coaching sessions based on call observations. Responsible for call monitoring, and providing feedback to staff regarding their performance

2. Monitor and analyze team statistics to ensure productivity, sales, service goals are being met.  Ensure accurate information is consistently provided to internal and external customers in a courteous, professional and efficient matter.

3. Serve as a subject matter expert and communication liaison, keeping team updated on issues and information relative to call center operations.

1. Implement a culture aimed at improving customer experience in a call center environment that will improve the sales and service performance of call center representatives.

1. Address performance and HR issues as necessary.

6. Manages staffing and the day-to-day operations in the Contact Center, which provides full support for electronic banking, deposit & loan accounts, telephone banking, ATM/debit card, consumer and small business online banking, bill pay and mobile banking.
7. Develop and conduct training sessions on new electronic banking systems and services, procedures, and policies, including onboarding new representatives.
8. Responsible for training and maintaining a strong knowledge of electronic banking services, complying with Reg E claims and following appropriate procedures.
9. Responsible for identifying any suspicious activity or fraud detection and referring to appropriate BSA/Security Officer, Information Technology Security Officer, Deposit services or appropriate department..

1. Provide SVP/ Director of Retail sales and delivery Services with customer feedback on service levels, issues, or other concerns that customers may have. Proactively analyze and recommends improvements on current processes.

11. Demonstrate in-depth knowledge of all products, services and operational and procedural knowledge.
12. Assist with customer call volume as needed.

OTHER ACCOUNTABILITIES / RESPONSIBILITIES:

1. Performs related and unrelated duties as may be required.

POSITION REQUIREMENTS:

Minimum Associates/Bachelors Degree or significant Contact Center and/or electronic banking management experience.  Detail oriented with strong analytical, time management, interpersonal, organizational skills, sales, service, problem solving, and communication skills required. Knowledge of call center and electronic banking services, policies and procedures. Must be flexible and able to function independently, train bank staff as necessary and troubleshoot/analyze problems in a fast-paced and ever changing environment to keep up with technology. 

SUPERVISORY SCOPE:

10 Direct Reports

INDEPENDENT ACTION:

Performs work independently within scope of established guidelines and practices. Consults with manager when clarification or exception to bank policy may be required.  Performs any functions necessary, within scope of authority, to provide the highest level of service and responsiveness to customers.

BANKNEWPORT CORE VALUES:

• We celebrate individuality
• We empower employees to be creative problem solvers
• We invest and take the time to really get to know our customers
• We commit to serving the financial needs of Rhode Islanders

Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.