Contact Center Rep. - City National Bank & Trust

City National Bank and Trust

Position: Customer Service Representative

Department: Call Center

Description: Call Center Customer Service Representative provides excellent customer service while serving as a liaison between customers and all other departments and branches of CNB on incoming calls to the Call Center of City National Bank and Trust Company located in Lawton, Oklahoma.

Responsibilities:

• Achieve and maintain all Call Center goal metrics.
• Complete training on professionalism, telephone etiquette, and OTJ software & achieve 80% or higher passing score on written situational test following training.
• Provide exceptional customer service to resolve customer issues promptly and effectively using proficient communication skills.
• Work effectively under pressure during times of high call volume or when assisting escalated customer situations.
• Comply with banking and departmental regulations, policies, and procedures.

Qualifications:

• Demonstrated aptitude for learning new technology and working knowledge of MS Office.
• Problem solving and conflict resolution skills.
• Flexible in scheduling in order to meet business needs between 8:00 am & 6:00 pm weekdays and 9:00 am to 4:00 pm Saturdays.
• Ability to balance business and customer considerations through multi-tasking.
• Strong interpersonal skills and ability to work alone and with others in a team environment.
• Must have a strong work ethic with the ability and desire to meet goals.
• Professional and adaptable to change.
• Demonstrated positive attitude and willingness to help others.

Education and Experience:

• High school diploma or equivalent required
• Previous work experience in customer service position or one year of college or military education.
• Experience taking Inbound calls in a call center environment is preferred.
• Proficient in office skills, working knowledge of MS Office
• Sales experience a plus
• Bi-lingual a plus

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Constant use of computer screens
• Ability to operate a computer keyboard, use hand to finger, handle or feel, reach with hands and arms, and talk, see or hear
• Ability to sit for long periods of time
• Long periods of typing and repetitive motion
• Close vision and ability to adjust focus

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.