Description

Position Purpose

Customer Contact Center Team Member demonstrates a commitment to delivering quality service. This position provides the best-in-class service to our customers by using the tools and resources provided to assist with their financial needs or directing call to the appropriate person(s).

This position is required to be on site in Winchester, Virginia with hybrid flexibility after satisfactory training.

What you’ll do

• Provide quality service to customers and prospects over the telephone. Respond to customer inquiries and effectively resolve customer issues. Maintain a standard of three-rings for answering calls.
• Assist customers regarding their deposit and loan accounts, including balances, transaction histories, funds transfers, loan payments, stop payments, account maintenance, credit card, along with all other services and products offered by BOC.
• Assist customers with inquiries regarding services charges, account history while complying with disclosure requirements, regulations, and client privacy policies.
• Assist customers with problems or questions they have relating to their BOC accounts. Conduct research for copies of statements, checks, deposits, loan statements, 1098, 1099, and history prints and send to customer via secure message or mail.
• Service to Sales- able to offer products and services to customers to fit their financial needs.
• Serve as First Response for online banking by assisting customers in setting up online banking services, answering questions regarding features and usage, resolving customer concerns, answering bill payment questions, and assist with mobile banking problems.
• Assist Customer with Debit Card inquiries, general questions, travel notification, fraud charges, and temporary limit increases.
• Identify customer needs by offering products or services.
• Meet all customers’ financial needs, both business and personal, and refers customers to other departments such as Trust, Investments, Cash Management, Mortgage, etc. as appropriate.
• Assist non-phone assigned tasks such as customer and non-customer-initiated emails and voicemails.

Requirements

Where you’ll shine

• High school diploma
• Banking experience preferred.
• Knowledge and experience in customer facing service role (call center experience a plus)
• Proficient with Microsoft Office (Word, Excel, and PowerPoint) and effective PC skills including electronic mail, intranet, and industry standard applications.
• Compliance awareness and knowledge
• Knowledge of federal banking regulations
• Excellent customer service skills. Tact and diplomacy in dealing with both customer and associates.
• Ability to prioritize and make on-the spot decisions regarding customer requests.
• Ability to develop and maintain an in-depth knowledge of all bank products and services.
• Ability to work in a fast-paced environment and work well under pressure with a high degree of accuracy.
• Proficient computer skills
• Ability to remain calm and courteous when handling difficult calls and requests.
• Detail oriented and excellent interpersonal skills
• Strong analytical skills
• Excellent verbal and written communication skills
• Ability to learn/use additional applications as well as to use the phone system effectively.
• The physical activities of this job include but are not limited to the ability to sit for prolonged period, verbal communication, visual activity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required.
• Dependable-more reliable then spontaneous
• People oriented-enjoys interacting with people and working in groups.
• Adaptable/flexible-enjoys doing work that requires frequent shifts in direction.
• Detail-oriented-would rather focus on the details of work than the bigger picture.
• Autonomous/Independent -enjoys working with little direction.

Where we shine

• Offering a full suite of benefits including medical, life, dental, and vision insurance plus generous paid time off
• Supporting associates and their families; we embrace the importance of caring for oneself and our families.
• Surrounding ourselves with smart, driven, and diverse individuals
• Valuing integrity, commitment in regard to our daily duties, and the Bank as a whole
• Supporting local philanthropic, cultural, and artistic initiatives and organizations that our employees' value
• Devoted to the communities in which we serve as we help those who form the creative backbone of our market’s future economy and business value.
• Bank of Clarke is “Great Place to Work” Certified through June 2025.
• “Top Virginia Employer for Interns” award recipient (2023, 2024) through Virginia Talent and Opportunity Partnership (V-TOP).

Working Conditions

The individual will be required to be flexible during standard bank operating hours. Business travel may be necessary to attend training opportunities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed under the knowledge/skills section are representative of the knowledge, skill set, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

EEO M/F/V/D