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Customer Contact Center Representative

at Camden National Bank in Rockport, Maine, United States

Job Description

This position is responsible for responding to all client inquiries that come through the Camden National Bank Customer Care Center.  This involves multiple channels including telephone, email, web chat and digital channels (including online and mobile).  The essential functions are noted below; however, at Camden National responsibilities may evolve over time given organization, technological and/or staffing changes.  At any point other duties may be assigned.

                                              

Essential Duties and Responsibilities include the following.

Promote strong and lasting customer relationships by providing quality service and sales in an efficient and highly professional manner.
Display positive, professional tone, and empathy when required to deliver consistently superior service.
Understand client needs and identify opportunities to provide additional products and services as appropriate. 
Representatives must acquire and maintain a thorough knowledge of all bank products and services including, but not limited to, deposits, loans, and digital banking.
Assist clients with the completion of debit card disputes, ACH disputes or check fraud affidavits.
Prepare and process requests for withdrawals, transfers, requests for wire transfers, duplicate statements, stop payments, product change requests, change of address, deposit research, debit card orders, cancel and reactivation of debit cards, and other transaction requests.
Provide support and promote the use of Online, Mobile and Text Banking and, Bill Payment services.  This involves possessing strong technical skills including the ability to troubleshoot connectivity issues; resolve Login ID and password access issues; resolve bill payment issues within established standards.  Knowledge of, and comfort using various browsers and operating systems needed.
Take ownership of concerns and follow through to resolution.  Striving to provide one-call resolution whenever possible.
Act as a liaison between customers and departments as necessary to address account issues.  Completing follow up when necessary.
Accurately track the contact reason for training, forecasting, and trending purposes.
Respond positively to changing work demands in a faced paced environment. 
Works closely with Information Security to protect our customers and the bank. Following established policies and procedures including maintaining customer confidentiality and assisting with minimizing bank losses by performing customer verification.
Identify and recognize when escalation is needed in order to improve the client’s experience.  Refer calls to appropriate individual, banking center or department when necessary.
Actively participate in outward calling when needed. 
Must possess the ability to navigate multiple computer applications while engaged in conversation with clients. 
Supervisory Responsibilities                                                    

This job has no supervisory responsibilities.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                                  

Bachelor’s degree preferred and 1-2 years related experience and/or training; or equivalent combination of education and experience.

Language Skills                                                              

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills                                                     

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

Reasoning Ability                                                          

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Other Skills and Abilities                                                           

Exceptional verbal and written communication skills, customer service skills, and the ability to analyze, organize and present information. 
Strong computer navigation and keyboarding skills, including the ability to multi-task and navigate between multiple systems.
Demonstrated proficiency in basic computer applications, such as Microsoft Office products.
Strong interpersonal skills to fully identify the need and resolve while minimizing client effort.
Possesses good judgment, accuracy, and the ability to work in a fast-paced environment.
Self-motivated, with ability to work both independently and as part of a team in a shared work environment.
Ability and willingness to work a flexible schedule/overtime, as needed.  Candidates must have open availability to work shifts between 7am-7pm Monday-Friday.  Availability to work weekends and/or holidays may also be required.  
Excellent organization skills, attention to detail and ability to prioritize and follow-up in a timely manner.
Unquestionable integrity and demonstrated ability to maintain confidentiality in handling sensitive and private information in all aspects of the position.
Physical Demands The physical demands 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.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate to high. 

 

Employment with Camden National is on an at-will basis, meaning employment is not guaranteed for any specific period of time, and any employment relationship established may be terminated by either party at any time, for any reason, with or without notice. Completion of an employment application is not a contract, express or implied, guaranteeing employment. Camden National Bank is an Equal Opportunity Employer and does not discriminate on the grounds of race, color, religion, sex, sexual orientation, including gender identity and gender expression, national origin, citizenship status, age, disability, genetic information or veteran status.

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Job Posting: 581928

Posted On: Jul 20, 2021

Updated On: Sep 30, 2021