At Generations Bank, our core values are at the heart of everything we do. It's our priority to put them at the forefront of our team, relationships, and business.

We're a team built on a rich history, with our roots beginning in south Arkansas in 1907. For over 115 years we've served our neighbors in the same communities we live, work, and play. The bank's name pays homage to the rich history present in the generational leadership from the Harrell family. Generations Bank currently has 11 locations serving the communities of Bentonville, Camden, Fayetteville, Hampton, Junction City, Rogers, Siloam Springs, Van Buren and Kimberling City, MO.

The Call Center Specialist is a full-time (40 hour) position located in Rogers, AR.

SUMMARY

The Call Center Specialist is responsible for performing a full range of customer-service-oriented telephone and e-mail support activities as directed by the Call Center Manager. Greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; promotes various marketing campaigns, and resolves problems within given authority.

ESSENTIAL DUTIES

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  Provides support to all areas of the department as directed or where service or assistance is needed and demonstrates superior customer service with appropriate follow-through with involved customers and employees.
• Provides a full range of customer-service-oriented telephone and e-mail support activities to customers and Bank personnel; greets customers professionally; responds to inquiries of a specific or general nature; and determines appropriate response or direction for the caller; issues messages.
• Resolves customer concerns, problems, and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; enters corrections; reverses customer fees or charges with the concurrence of Bank management, and escalates unresolved problems or issues.
• Promotes various marketing campaigns; explains features and benefits; identifies and acts upon potential cross-sell or up-sell opportunities, and obtains enrollment information.
• Assists in the completion of new account or loan applications or changes in service requests; interviews customers and suggests and explains products or services; clarifies desired product or service; obtains required information; provides applicable disclosures; forwards application or setup forms to the appropriate branch or department for boarding; and follows up on missing information or documentation.
• Maintains call center customer service database by entering case and transaction information; tabulates and posts data in files and record books, and sets up and maintains a variety of central files and journals.
• Performs various operational background duties; processes account balance or transfer requests, stop payment orders, changes of address, and other such requests based upon proper customer identification, authorization, and approval; and conducts transaction call back procedures.
• Attends various product knowledge and customer service training presentations.
• Composes prepares and issues correspondence such as internal memorandums and letters to customers.
• Performs a wide variety of routine clerical duties; prepares tickets for processing; completes routine reports, forms, and lists; and prepares correspondence.
• Maintains a proficient knowledge of all applicable banking laws, rules, and regulations.
• Assists in special projects and tasks for the department as directed.
• Assumes responsibility for various department functions in the absence of staff members or in overload situations.
• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; and accepts responsibility for own actions.
• Demonstrates knowledge of and adherence to Equal Employment Opportunity (EEO) policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; promotes working environment free of harassment of any type, and builds a diverse workforce and supports affirmative action.
• Assures compliance with all Bank policies, procedures, and processes, and all applicable state and federal banking laws, rules, and regulations; and adheres to Bank Secrecy Act (BSA) responsibilities that are specific to the position.
• Completes administrative tasks correctly and on time; supports the Bank's goals and values; and benefits the Bank through outside activities.
• Performs the position safely, without endangering the health or safety of themselves or others, and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to the OSHA Act of 1970, which are applicable to one's own actions and conduct.

SECONDARY DUTIES

The position of Call Center Specialist performs duties specific to the position and other functions as assigned.

SUPERVISORY RESPONSIBILIY

The position of Call Center Specialist is not responsible for the supervision of any employee(s).

ENVIRONMENT AND PHYSICAL ACTIVITY

The incumbent is in a non-confined office type setting in which they are free to move about a will. In the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 10 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusts focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.

The incumbent for this position may operate any or all of the following: telephone, smart phone, copy and fax machines, adding machine (calculator), scanner and image systems, scanning equipment, typewriter, computer terminal, laptop, personal computer, tablet, printers, or other office equipment as directed.

The work environment characteristics described here are representative or those an employee encounters while performing the essential functions of this job.

Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

MENTAL DEMANDS

The incumbent in this position must be able to read documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks and constant interruptions.

MINIMUM REQUIREMENT

The requirements listed below are representative of the knowledge, skill and/or ability required to perform this job in a satisfactory manner.

• High School diploma or general education degree (GED), 1 year of customer service experience or the equivalent combination of education and work experience.
• Work related experience and education should consist of call center or customer service support duties in a financial institution or business environment
• Skills in operating telephone systems with a pleasant speaking voice
• Courteous and professional social skills
• Basic experience, knowledge and training in bank operational activities, terminology, and products and services
• Basic sales and marketing skills
• Basic knowledge of general office practices
• Excellent organizational and time management skills
• Ability to deal with routine problems involving multiple facets and variables in non-standardized situations
• Ability to work with minimal supervision

Generations Bank provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Generations Bank will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty of the contractor to furnish information.

We comply with the ADA and consider reasonable accommodation measures that may be necessary for eligible applicants/employees to perform essential functions.

Management reserves the right to change this job description at any time according to business needs