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Job Title:   Call Center Associate I
4064
001
Miami
FL
Non Exempt
None


JOB DESCRIPTION:
  • Under general supervision, assist customers with all types of account inquiries and concerns, and with any discrepancies while servicing their needs.
  • Perform banking transactions such as stop payments, wire transfers, check orders, fee reversals, CheckCard activations, hot carding and fax statements.
  • Learn the organization's products, services and policies to provide information and promote the cross-selling of bank products.
  • To identify, evaluate, monitor and make any recommendation deemed necessary to their respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or nonconformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards.  

 


JOB REQUIREMENTS:
Functional Skills & Knowledge Requirements: 

Must be a team player, have the ability to work under pressure, have a professional image and be able to resolve problems and conflicts. Must possess basic communications skills such as basic writing and listening and have basic office and mathematics skills, and customer service skill. 

Minimum Education and/or Certifications Requirements: 

High school diploma, GED, or equivalent work experience .

Minimum Work Experience Requirements: 

Entry level position, no previous experience is required.  Must have a strong
desire to serve customers.  One year of customer service experience is a
plus.  Flexible schedule to work nights, holidays and weekends.

Technical and/or Other Essential Knowledge: 

Previous experience with Lotus Notes, Internet and MS Office Skills, including MS Word Level I and MS Excel Level I required. Excellent verbal/written skills in English and Spanish.  Active listening skills.  Strong problem resolution skills.  A clear speaking voice.  Ability to handle a high volume of calls with experience in a high volume Call Center preferred   

Working Conditions

Physical Demands.  Reach, handle, walk, and sit for long periods of time.  Sit at desk 90% of the day and operate a word processor with related software and bank system.   Remain inside of area for a long time. Wearing a headset at all times.
Stressors:  Shifting attention from one bank to another frequently throughout the day.  Constant changes in procedures, new procedures and products. 
 
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