Job Details
** Call Center Customer Relationship Associate**
**Job Category****:** Retail Banking **Requisition Number****:** CALLC001228 Showing 1 location **Job Details**
**Description**
The **Call Center Customer Relationship Associate (CRA)** is responsible for providing superior quality customer service to all business lines of the Bank. Reporting to the Call Center CRA Supervisor, associates must be able to handle a high volume of calls while completing other assigned duties.
We have a current opening for a Call Center CRA at our Corporate Call Center in Riverside, CA. This is an onsite, prime-time position, typically working between 35-38 hours per week.
Essential duties and responsibilities include the following:
* Must be able to handle specified amount of inbound calls per day as set by management.
* Will adhere to set, delegated authority limits.
* Responsible for keeping current and knowledgeable on all Call Center reference materials (portfolio, rate sheets, memos, etc.) and bank policies and procedures, and attending training as required.
* Will maintain a neat and orderly work area (i.e., reference materials and equipment).
* Responsible for cross-selling products to customers and referring to appropriate department.
* Achieves and maintains a high level of customer service while adhering to current policies and procedures.
* Completes miscellaneous projects assigned by management within discussed timeframes.
* Will be responsible for the proper and timely completion of assigned duties as indicated in the Bank Operations procedure manual.
* Responsible for providing superior quality service in support of the strategic initiatives of the Bank Operations and Technology and Retail Banking divisions.
* Responsible for maintaining high level of job performance to meet and/or exceed the standard for this position in order to ensure achievement of the Departments goals.
**Competencies**
* Communication / Interpersonal Skills: Providing correct and timely information to customers and peers; conveying difficult information; getting along with others; asserting opinions and decisions; working as a productive member of a cohesive group toward a common goal
* Customer Focus: Knowing the internal and external customer business needs and acting accordingly; anticipating customer needs and giving high priority to customer satisfaction and service
* Performance: Execution of job functions, duties, and roles; includes accountability (reliability / dependability), adaptability, computer literacy, decision making, initiative, organizational awareness, planning and organizing, problem solving, and results orientation
* Values-Based Behavior: Upholding generally accepted social and ethical standards in job-related activities, decisions, and behaviors
**Supervisory Responsibility**
Does not supervise other staff members.
**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.
**Required Education and/or Experience**
* High School diploma.
**Skills Required**
* Must have ability to work well with customers and staff, both in person and by telephone.
* The ability to communicate effectively, both verbally and in writing, with all levels within the organization, as well as with outside contacts.
* Must have good aptitude for numbers and detail.
* Keyboarding and computer skills are necessary, as well as strong organizational skills.
* Must have strong knowledge of Microsoft Word and Excel, as well as Outlook.
**Physical and Mental Demands**
The physical and mental demands described here are representative of those that must be met by the employee to successfully perform the essential duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
This position is set in a quiet, office environment. The position is generally regarded as light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects. While performing the duties of this job, the employee may be required to alternately stand, walk, sit, reach with arms, talk or hear and use hands to write, type, and handle or feel objects, tools or controls. The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
Employee must possess the ability to read, write, perform basic math functions, understand basic communication and instructions, carry out instructions, complete basic problem-solving and analyzing information, and make independent decisions within the scope of responsibility.
**EEO Statement**
Provident Savings Bank, F.S.B. (Provident or Bank), is an Equal Opportunity Employer and makes employment decisions on the basis of merit. We want to have the best available persons in every job. Provident policy prohibits unlawful discrimination based on race, creed, gender (including gender identity and gender expression), religion, marital status, registered domestic partner status, age, national origin, ancestry, physical or mental disability, medical condition, sex (including pregnancy, childbirth, lactation requirements, or related medical condition), genetic information, sexual orientation, military or veteran status or any other consideration made unlawful by Federal, State, or local laws. This policy has the support of the highest levels of management. Provident Savings Bank, F.S.B. is an at will employer.
**Other Duties**
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. Duties, responsibilities and activities may change at any time with or without notice.
NO PHONE CALLS PLEASE
EOE M/F/D/V
**Qualifications**
**Skills**
**Required**
**Communication** *Intermediate* **Customer Service** *Intermediate* **Behaviors**
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**Motivations**
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**Education**
**Required**
High School or better.
**Experience**
**Licenses & Certifications**