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Call Center Representative

Company: Savings Bank of Mendocino County
Location: Ukiah
Posted on: January 10, 2022

Job Description:

Vaccination Requirement for Employment at Savings Bank of Mendocino County
Savings Bank of Mendocino County is dedicated to protecting the health of all of our employees. Due to the severe and widespread effects of COVID-19, we will only hire new employees who are fully vaccinated or in the process of becoming fully vaccinated, with limited exceptions for medical and/or religious reasons. New hires will be required to provide us with a completed vaccination card or proof that they have received the first dose of a two-dose regimen. Partially vaccinated employees must receive their second dose of the COVID-19 vaccine within 30 days of employment or they will be terminated. Partially vaccinated new hires will also be required to test weekly, per existing Bank policy, until two weeks after their last dose when they are considered fully vaccinated.
If a new hire claims a medical or religious exemption, they will need to provide documentation from their health care provider or religious leader prior to their first day of employment. There will be no exceptions.

Job Title: Call Center Representative
Department: Customer Support
Reports To: Customer Support Manager
FLSA Status: Non-exempt, hourly
Salary Grade: 12 ($21.00/hr.-22.60/hr.) DOE
Revision Date: 11/2019
SUMMARY A successful individual in this position will thrive in a dynamic environment, values being part of a team, and has a desire to work at a local business dedicated to meeting the financial needs of its customers, validating the investment of its shareholders, and investing its time, money, and expertise to support worthy causes throughout Lake and Mendocino Counties. The position of Call Center Representative involves answering and directing incoming phone calls and providing quality customer service to callers.

The Customer Support department of Savings Bank of Mendocino County includes the Call Center which is comprised of approximately 4 call center representatives assisting customers over the phone throughout the day from 8-5 Monday through Thursday and 8-6 on Fridays. Call Center Representatives will answer a variety of questions, provide services, facilitate call transfers, and are expected to be knowledgeable about Bank products and services. The ideal candidate in the Call Center Supervisor position is performance driven, displays strong interpersonal skills, and is highly motivated to contribute to a positive customer experience. SBMC's team is made of up dedicated individuals seeking to fulfill the Bank's vision of Investing in the future as your local independent bank, committed to the prosperity of our communities, employees and shareholders .
ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed 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.
Regular and predictable attendance and punctuality.
Provide account information and resolve customer concerns regarding account issues such as: balance inquiries, ordering checks, deposit status, stop payments, transfers, error resolution, statement questions, rate information, address changes, order/block ATM/Debit cards.
Provide a positive, superior customer service experience in harmony with our Customer Service Standards and Principles and Professional Standards; build relationships using our customer centric methodology.
Keep up-to-date on Savings Bank products and services knowledge and be able to explain deposit products in detail. Suggest products and services when doing so will improve the customer experience and facilitate related changes.
Identify customer needs and make referrals to internal experts, including Banking Center staff, Lenders, and Raymond James in order to satisfy those needs.
Maintain excellent communication with Customer Support Manager.
Other duties as assigned.
MINIMUM QUALIFICATIONS High School Diploma or General Education Degree (GED)
Two years' customer service experience including assisting customers by phone.
Previous experience with Windows-based computers
Previous experience with Microsoft Office Suite
PREFERENCES Bilingual skills
Intermediate to advanced keyboarding skills
Effective Time Management
Communication Effective oral and written communication with customers and Bank employees

Initiative Make and act upon decisions within scope of authority and seeks approval when necessary

Provides superior customer service to wide variety of individuals
Reliable to report to work on time with minimal absences

POSITION BENEFITS Competitive, market-based pay
Comprehensive insurance benefits package including medical, dental, vision and more
401(k) plan with maximum 6% employer match
Profit Sharing plan
Generous paid time off plans
Employee Health and Wellness program
Community volunteer opportunities
Career development and training opportunities
EQUAL EMPLOYMENT OPPORTUNITY Savings Bank of Mendocino County is an Equal Opportunity Employer and employment selections are based on merit, qualifications and abilities. Savings Bank of Mendocino County will consider all qualified applicants for employment and does not discriminate in employment opportunities or practices on the basis of: age, race, religion, color, sex, national origin, sexual orientation, gender identity, protected veteran, disability, or any other status protected by law.
PHYSICAL & MENTAL DEMANDS The physical and mental 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.
This position is set in a quiet, office environment. The position is generally regarded as light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects, including the human body. While performing the duties of this job, the employee may be required to alternately stand, walk, sit, reach with arms, talk or hear and use hands to write, type, and handle or feel objects, tools or controls. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Some driving may be required.
Employee must possess the ability to read, write, perform basic math functions, understand basic communication and instructions, carry out instructions, complete basic problem-solving and analyzing of information, and make independent decisions within scope of responsibility.
A post-offer physical is not required for this position.


Keywords: Savings Bank of Mendocino County, Santa Rosa , Call Center Representative, Other , Ukiah, California

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