Contact Center Representative

FLSA Status

• Non-Exempt

Job Summary

Performs a wide variety of functions in a fast-paced Contact Center environment while engaging with customers through multiple channels, including telephone, interactive video, web chat, secure mail, and online banking. Provides prompt, efficient, and exceptional customer service. Builds strong customer relationships by listening to and understanding individual customer needs. Maintains and utilizes extensive knowledge of bank products and services to provide customers with appropriate solutions, referrals, and sales opportunities.

Job Duties

• Process transactions in a non-traditional teller environment while offering excellent service using various forms of digital interaction. Transactions may include withdrawals, deposits & payments.
• Support and service new and existing customers using various forms of digital interaction, phone calls and e-mails, to ensure delivery of consistent, prompt, and professional customer experience.
• Answer incoming calls to the bank and transfers to other departments and/or employees only when necessary.
• Resolve customer issues efficiently and professionally with knowledge of all products, services and software.
• Proactively identifies and recommends additional ways to connect with customers to deliver exceptional customer service.
• Identifies customer needs beyond the initial inquiry and engages customers to understand their broader needs to recommend relevant bank products and services.
• Responsible for attaining monthly sales goals.
• Monitors and responds to inquiries received through the bank's general email inbox in a timely and professional manner.
• Provides timely and professional assistance to customers through online banking chat.
• Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act.
• Other duties as assigned.

Essential Functions

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed in this job description are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Qualifications

• Education

• High School Diploma or equivalent is required.

• Experience

• Demonstrated experience providing professional and responsive customer service.

• 1 year of banking experience preferred.

• Skills

• Strong written and verbal communication skills.

• Demonstrated ability to communicate with customers in a warm, empathetic, and professional manner.

• Ability to perform simple arithmetic operations.

• Strong active listening skills with the ability to understand and address customer needs in a fast-paced environment.

• Ability to quickly learn and adapt to new technologies and processes.

• Ability to communicate professionally and effectively through video conferencing.

Supervised by

• Contact Center Manager

Supervises

• None

Management retains the discretion to change this job description at any time

Dart Bank is a community bank, serving our community since 1925. We specialize in providing financial services, but we are passionate about serving the community and building real relationships with people. Dart Bank provides innovative financial services for both personal and business banking, consumer and mortgage loans, commercial loans and lines of credit, merchant credit card processing, investment services and more. Our array of products and services and our longstanding history within our communities shows we care about what matters most for our customers and we are there for them for the most important times in their lives. Dart Bank. For What Matters Most.

We offer:

• Medical Benefits
• Dental
• Vision
• 401(K) Plan with Employer Matching
• Employee Stock Ownership Plan (Profit Sharing)
• Paid vacation & sick time
• Flexible scheduling
• Employee Assistance Program
• Dart Bank University

Dart Bank is committed to providing equal opportunity in employment, maintaining a diverse workforce, and prohibiting all forms of unlawful discrimination and harassment.

All employment decisions, policies, and practices, in terms of the recruitment process and other conditions and privileges of employment, will comply with applicable federal, state, and local anti discrimination laws. The Company seeks, employs, promotes, and compensates qualified individuals based on ability, as demonstrated by performance and other legitimate nondiscriminatory factors, without regard to race, color, religion, national origin, citizenship, ancestry, sex (including sexual orientation, gender expression, and gender identity), age, physical or mental disability, pregnancy, genetic information, military status, veteran status, or any other protected status under federal, state (in Michigan: marital status, familial status, height, weight, and misdemeanor arrest record), or local law (individually and collectively, "Protected Class"). This employer participates in E Verify and will provide the federal government with your Form I 9 information to confirm that you are authorized to work in the United States. If E Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so that you can begin to resolve the issue before this employer can take any action against you, including terminating your employment. This employer can only use E Verify once you have accepted a job offer and completed Form I 9.

Technology & Workspace Requirements

Dart Bank is committed to supporting flexible work arrangements when they align with business and position requirements. Remote and hybrid work are privileges that carry additional responsibilities and workspace requirements to ensure employees can effectively and securely perform their job duties.

To support our technology and security standards, employees are required to have a modern smartphone capable of supporting company authentication and communication applications.

Employees in remote or hybrid roles will be provided with a computer, monitors, docking station, keyboard, and mouse to perform their work. Employees must maintain a work environment that supports the effective performance of their job duties, including a reliable high speed internet connection with minimum speeds of 25 Mbps download and 5 Mbps upload.