Contact Center Quality Analyst jobs in Lansing, MI

Description

JOB DESCRIPTION

CONTACT CENTER REPRESENTATIVE

JOB SUMMARY: 

Performs a wide variety of activities in the Contact Center.  Engages with customers in a blended virtual environment consisting of telephone, interactive video, web chat, secure mail and online banking interactions. Works with a quick and efficient pace with a primary focus of delivering exceptional customer service virtually.  Possesses extensive knowledge of bank products and services in an effort to identify customer needs and makes referrals and sales as appropriate. 

JOB DUTIES: 

1. Process transactions in a non-traditional teller environment while offering excellent service using various forms of digital interaction. Transactions may include withdrawals, deposits & payments

2. 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

3. Answers incoming calls to the bank, transferring to other departments/employees only when necessary

4. Resolves customer issues efficiently and professionally with knowledge of all products, services and software

5. Looks for and suggests additional contact methods for customers in order to deliver exceptional customer service

6. Looks beyond the initial contact question to gain in-depth detailed understanding of each customer’s needs and refers bank products and services

7. Responsible for attaining monthly sales goals

8. Responsible for timely responses to incoming emails to the general bank email address

9. Responsible for handling online banking chats

10. Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act

11. Other duties as assigned by the Team Lead and Office Managers

ESSENTIAL FUNCTIONS:

1. Use of hands

2. Vision

3. Communicate verbally

JOB SPECIFICATIONS:

Education: High School Diploma or equivalent

Skills:            

• Ability to interact with customers in a warm and caring manner

• Ability to perform simple arithmetic operations

• Ability to sincerely listen to and meet the needs and respond in a fast paced and changing environment

• Ability to learn/adapt to technologies and operations

• Ability to interact over video

Experience:   Customer service experience, 1 year banking experience preferred.

ACCURACY AND ACCOUNTABILITY:

Measured by customer satisfaction and the timely processing of assigned duties

SUPERVISED BY:

Contact Center Manager

SUPERVISES:

None

Qualifications

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) Employee Stock Ownership Plan

• Paid vacation & sick time

• Flexible scheduling

• Employee Assistance Program

• Dart Bank University

At Dart Bank you can expect to be surrounded by a team that will support you and invest in your growth in a quick-paced work environment where we deliver exceptional customer service.  We are a local business that cares about our employees and our community.

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 non-discriminatory 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”).