Contact Center Representative

POSITION SUMMARY

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. Must reside in or around Rhode Island for consideration to this role.

PRIMARY RESPONSIBILITIES

• Performs 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 electronic banking technology (Bill Pay, Mobile Banking, Online Account Opening etc.) through routine reports. Responsible to answer all calls in the eBanking and Direct Banking queues.
• Perform a variety of eBanking processing activities: e.g., setup, maintenance, closure, and cancellations. Generate regular reports for eBanking.
• Maintain a strong knowledge of all electronic banking services and programs. Maintain general hardware and software knowledge of Windows and Macintosh computers, smart phones, and tablets. Maintain knowledge of the following applications: all internet browsers such as Internet Explorer, Mozilla/Firefox, Safari, Chrome and any new ones that develop, Mobile Devices (tablets and smart phones) using Apple, Android, Windows and any new technologies, MSOffice, and financial software/apps such as Quicken, QuickBooks and Mint. 
• Demonstrate extensive knowledge of all BankNewport products and services
• Consistently strive to meet and exceed sales and referral goals by conducting customer sales interviews, cross-selling, and up-selling products and services to increase customer relationships, satisfaction, and retention.
• Assist and encourage customer usage of automation with BankNewport’s electronic banking services.
• Adhere to Contact Center productivity standards by adhering to schedule and fully servicing customers in the most efficient manner possible.
• Act as liaison with internal and external business partners to facilitate issue resolution.
• Recognize and 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 all support calls, emails, applications, research and any other customer issues have a maximum of a 24-hour turnaround time.
• Respond to all emails and messages sent by external, internal and prospective customers through the eBanking systems, BankNewport’s website and general mailbox.
• Coverage of front desk receptionist/switchboard operator when needed,
• Participate in Contact Center and BankNewport events and community involvement efforts.
• Responsible for tracking all incoming calls and issues for future research.

REQUIRED 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
• Knowledge of or usage of electronic banking Services. Strong organizational, communication, and problem solving skills
• Must be detail oriented, analytical and able to multitask in a fast paced and ever changing environment to keep up with technology
• General knowledge of Mobile Devices (tablets and smart phones) using Apple, Android, etc.. PC and Macintosh hardware, operating systems, Internet Explorer, Mozilla/Firefox, Safari, Chrome and MSOffice

Physical Requirements

Any physical demands or work conditions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable Accommodation may be made to enable individuals with disabilities to perform the essential functions.  Employees need to have the ability to:

• Travel independently to the position’s primary work location, other bank properties and work-related activities or events at locations outside the Bank.
• Effectively communicate and exchange accurate information and ideas so others will understand.
• Independently 0perate a computer and other office machinery, such as a calculator, copy machine, printer and software programs related to the position needed to complete the primary functions.
• Sit or stand at a workspace and use a computer or other equipment for prolonged periods of time.
• Meet the hybrid work schedule requirements for physically working in the office during normal business hours on Mondays and Wednesdays and another day of choice to effectively meet business needs.
• Move office items weighing up to 35 pounds.

SUPERVISORY SCOPE

• None

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 Islander’s

BankNewport is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity or expression, pregnancy, childbirth or related medical conditions, military service, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.