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General Description
As the initial point of contact for the Bank, the Call Center Representative is responsible for assessing the customer’s needs, answering general account related inquiries, and gathering relevant information to resolve the customer’s issue.
Essential Duties and Responsibilities
Promptly and professionally answers incoming customer calls, verifies the caller’s identity, determines the caller’s needs, answers general inquiries, gathers appropriate information for resolution of the issue, and provides assistance to the customer as needed. This duty is performed about 70% of the time.
Accurately documents the call, and if applicable, generates appropriate workflow when the issue is not immediately resolved. This duty is performed about 10% of the time.
Maintains a strong working knowledge of all applicable operating systems and product lines. This duty is performed about 10% of the time.
Is mindful of fraudulent/illicit activities, escalating the call when suspicious activity is identified. This duty is performed about 10% of the time.
Maintains regular and reliable attendance, punctuality, and personal appearance. Communicates in a clear and efficient manner via various types of correspondence, such as, in person, phone, email, letters, etc. Adheres to all company policies and procedures, as well as all applicable banking rules, regulations, and laws (including BSA/AML).
Performs all other duties as assigned.
Qualifications
High school diploma or GED
0 to 12 months related experience and/or training
Regular use of desktop/laptop computer and basic operating systems.
Basic experience with alphanumeric data entry, spreadsheet, and word processing.
Ability to add, subtract, multiply and divide
Great Southern Bank is proud to be an Equal Opportunity Employer, treating all candidates and employees equitably without regard to race, color, gender, religion, national origin, ancestry, age, disability, protected veteran status, gender identity, sexual orientation or any other basis prohibited by law.
Monday - Friday 8:00 AM - 7:00 PM, Rotating Weekends: Saturday 8:00 AM - 6:00 PM, Sunday 9:00 AM - 4:00 PM
Total Hours: 40
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