• Call Center Officer

    Job Locations US-CA-Los Angeles
    Category
    Corporate Marketing
  • Overview

    SUMMARY

     

    The Call Center Officer supports the Call Center Manager for running of Call Center effectively. Ensures customers receive fast, courteous, and accurate service. Trains Call Center employees and providing appropriate answers to customer inquiries. Reports to the Customer Call Center Manager.

     

     

    Ensures compliance with established Bank policies and procedures. Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: GLBA(Gramm-Leach-Bliley Act), Regulation Z (Truth in Lending Act), Regulation DD (Truth in Savings Act) Regulation B (Equal Credit Opportunity Act), Dodd–Frank Wall Street Reform and Consumer Protection Act (Dodd Frank Act), Elder Abuse Laws, Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program, Right to Financial Privacy Act (state and federal) and Community Reinvestment Act.

    Responsibilities

    ESSENTIAL DUTIES

     

    • Provides timely and accurate information to customer’s inquiries. 
    • Assists customers with routine account-related requests stop payments, address changes, online banking setup, account charges, inquiries about ATM debit card usage and limits, and checking and savings accounts transactions. Maintains knowledge of and compliance with banking regulations. 
    • Interacts with internal departments to ensure the customers' and employees' needs are met.
    • Trains Call Center Associates in adhering to bank policy and procedures to deliver on departmental customer satisfaction results and performance goals.
    • Supports and mentors Call Center Associates through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure team members meet their goals.
    • Recognizes, rewards, and celebrates the successes and accomplishments of team members through the appropriate channels; and successfully fielding and finding resolution to customer escalations.
    • Oversees customer service functions to ensure customer requests, questions and complaints are properly addressed and determines best use of resources. 
    • Monitors call volumes and metrics of customer service staff on a regular basis to ensure service metrics are adhered to.
    • Oversees Quality Assurance Guidelines and ensures maximum level of processing quality through random audit/QA screening as defined in QA guidelines.
    • Handles escalated customer or technician calls as needed.
    • Inspects for timely completion of administrative responsibilities by management team (time cards, attendance tracking, accountability forms, etc.)
    • Advises customers on products and services available.
    • Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
    • Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
    • Follows policies and procedures; completes tasks correctly and on time; supports the company’s goals and values.
    • Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.
    • Performs duties specific to the position and other functions as assigned.

    Qualifications

    MINIMUM REQUIREMENTS

     

     

    These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner.  Individual abilities may result in some deviation from these guidelines.

     

    • High School Diploma and at least 7 years of related experience and/or training. 
    • Good communication skills
    • Must have working knowledge/understanding of retail banking system, products.
    • Speaking, reading and writing in Korean is a plus.
    • Ability to deliver bilingual customer service in Korean, Gujarati, Urdu, Hindi, Chinese, Vietnamese, or Spanish is a plus. 
    • Intermediate skills in computer terminal and personal computer operation, mainframe computer system, word processing, typing and spreadsheet software programs to meet the needs of the position.
    • Intermediate math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
      Exceptional verbal, written and interpersonal communication skills, with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, and speak clearly to customers and employees.
    • Thorough understanding of management procedures; ability to plan department or Company activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Company activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
    • Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
    • Ability to work with no supervision while performing duties.
      Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

     

    We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

     

    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

     

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