- Receives and processes incoming calls or messages from customers.
- Responds to inquiries and determines the appropriate response or direction, and proactively offering the most convenient solutions or options for the customer.
- Completes various operational processes to support customer requests.
- Processes account balance or transfer requests, stop payment orders, changes of address and other customer requests or authorizations.
- Completes trouble shooting if needed to support a customer inquiry.
- Reviews reports, prepares correspondence, and participates in special department projects as required.
- Ensures that all departmental documents and activities are performed in compliance with applicable laws, regulations, policies, and procedures as applicable to this position, including completion of required compliance training.
- Performs other duties and responsibilities as assigned.
- Ability to read and comprehend complex instructions, short correspondence, and memorandums.
- Ability to read and interpret documents such as procedures manuals, general business correspondence and/or journals, or government regulations.
- Ability to effectively communicate orally or with written word depending on role
- Ability to efficiently navigate a multi system (10) environment to resolve issues customers are experiencing
- Ability to problem solve by thinking critically and asking probing questions.
- Ability to listen effectively and deescalate customer frustrations using empathy
- HS Diploma/GED
- One year of providing outstanding customer service or sales experience, preferably in a financial setting, is required.
- None
- Proficient with a PC
- MS Word and Excel
- None
- Must possess excellent telephone skills, including a professional speaking voice.
- Must have good oral and written communication skills.
- Must present as friendly and professional.
- Must maintain punctual and regular attendance.
- Communication, Critical Thinking, Judgment and Decision Making, Sales
- Customer Service, Professional Telephone Skills, Business Writing
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Customer Contact Center Specialist I - Little Rock - Simmons Bank
Description
It's Fun To Work In A Company Where People Truly Believe In What They're Doing
We're committed to bringing passion and customer focus to the business.
Position Summary
Do you like helping people achieve financial peace of mind? We offer just that in a fast pace, multi-dimensional work environment with the ability to earn additional incentive pay monthly and be promoted after meeting well defined quality, training, and production goals.
Essential Duties And Responsibilities
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education And/Or Experience
Specialized Training
Computer Skills
Certificates, Licenses, Registrations
Other Qualifications (including physical requirements)
Other
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice.
Skills Training
Equal Employment Opportunity Information: Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications.
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