Call Center Representative - BankNewport

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.

This is a remote position. Call Center employees must be able to commute to Middletown, RI if/as needed.

• 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 Call 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 Call Center Manager.
• Maintain records in compliance with bank security policies and regulations.
• Demonstrate strong operational and procedural knowledge.
• Work closely with Call 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 Call Center and BankNewport events and community involvement efforts.
• Responsible for tracking all incoming calls and issues for future research.

OTHER ACCOUNTABILITIES / RESPONSIBILITIES

• Performs related and unrelated duties as may be required.

• 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

SUPERVISORY SCOPE

None

INDEPENDENT ACTION

Performs work independently within scope of established guidelines and practices. Forwards any and all major problems to the Senior eBanking Representative where additional expertise and clarification of policies and procedures are needed. 

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

All employees of BankNewport are expected to support bank-wide efforts designed to understand, measure, monitor, reduce, control and report risk in the most efficient and cost-effective manner. Risk management includes but is not limited to compliance risk, credit risk, liquidity risk, market risk, operations risk and systems risk as well as attention to physical building safety and security. Furthermore, all support staff employees are expected to fully support the Bank’s “All In” initiative and utilize support staff training to consistently provide sales support to all departments. They should also possess an understanding of their department’s support metrics and continue to improve Bank efficiencies.

Any physical demands or work conditions 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.

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.