• Uses standard script and procedures when answering incoming calls
• Responds to telephone calls, emails, and Contact US posts from customers/non customers by answering their questions about banking solutions in a timely and efficient manner
• Answers multi-line phones with a smile and courteous voice
• Provides a high level of responsiveness to customer inquiries in regards to their accounts
• Provides merchant verifications
• Processes and sends confirmations on stop payment requests; processes verifications of deposits
• Stays abreast of processes and procedures related to electronic banking solutions and assists customers with concerns related to those products
• Assists customers with Online Banking Enrollment and resets password
• Assists customers with account maintenance to include address, telephone, and email addresses
• Processes Online Banking enrollment verification letters
• Assists customers with installing Mobile CTB App and processes mobile deposit capture enrollment requests
• Distributes Online Commercial Account applications
• Processes ATM and Debit card activations, Pin numbers and restricted cards request; increases Debit card limit increases and International travel requests
• Blocks loss, stolen or compromised ATM and Debit cards; orders new and replacement debit cards
• Closes accounts with zero balance
• Performs Opts In and Opt Out of Overdraft Privilege on customers’ accounts
• Prepares correspondence, documents, and reports
• Maintains and handles all confidential matters and information
• Adheres to all policies, procedures, expectations, laws, and regulations
• Uses good judgment and makes sound decisions
• Delivers excellent quality customer service consistently and adheres to department response turn around standards
• Exceeds all established position’s goals, objectives, and expectations
• Leads initiatives, adds value, supports the Bank’s vision, mission, core values, business principles, goals, and objectives
• Participates in Bank community related events and activities
• Demonstrates consistent professional appearance, behavior, image, ethics, integrity, and represents the CTB Brand
• Performs other duties and responsibilities as assigned

• Minimum one year of call center experience in a banking environment a plus
• College experience a plus
• Good presentation, interpersonal relationship building, and organizational skills are essential
• Proficient in using advanced Microsoft Office (Excel, Word, PowerPoint, etc.); FISERV a plus
• Ability to facilitate effective meetings and training sessions
• Excellent analytical, technical, problem resolution, project management, critical thinking, research and negotiation skills
• Ability to work in a fast paced, high-volume environment, and must be adaptable to change
• Excellent quality customer service and telephone skills with the ability to establish good business relationships.
• Must be able to maintain positive composure and consistently demonstrate professional appearance, demeanor, image, and represents the CTB Brand
• Ability to use good judgment, makes sound business decisions, comprehend, and follows directions and instructions
• Ability to produce accurate and organized work with minimum supervision
• Ability to effectively handle and maintain confidential matters and information
• Up to date understanding of industry trends and developments
• Must be a self-starter who is self-motivated with the ability to produce quality results, meet all established goals, objectives, and expectations; ability to comply with all bank policies, procedures, regulations, and laws
• Ambitious with a strong work ethic, positive behavior, ability to work both independently and as a part of a team in a collaborative environment; detailed-oriented with excellent time management and planning skills
• Excellent communication skills with the ability to communicate clearly, concisely, tactfully, and effectively
• Exceptional creativity with the ability to prioritize work to meet deadlines
• Must be a team player, flexible, resourceful, and energetic with a competitive and winning spirt
• Demonstrated ability to maintain composure and always convey a positive and professional image
• Ability to work through situations and find win-win solutions
• Assertive and demonstrates initiatives

EEO/AA