Call Center Representative - PA

We believe that our ongoing success depends upon a skilled, satisfied, and valued work force. As a member of our team, you can expect opportunities to develop your skills to help you excel in your role and achieve your professional career goals. We offer a comprehensive range of flexible benefits to support your personal and financial well-being. Our inclusive culture encourages all employees to share ideas, collaborate, and contribute to the values that make us a winning team for our customers, shareholders, and communities. We are committed to diversity, equity, and inclusion. People from underrepresented communities, Veterans, individuals with disabilities, and bilingual candidates are strongly encouraged to apply.

Position Overview

The Call Center Representative is responsible for providing customer service of the highest caliber to persons external to the Bank by recognizing needs and providing appropriate solutions. The Representative will partner with other internal departments to ensure customer needs are met and any issues are resolved timely. The Representative will follow procedures and policies and seek exception approvals as warranted. This individual will also assist with a variety of operational tasks, crucial for the success of the Operations Department. The Call Center Representative will coordinate work within the department and with other departments to ensure delivery of superior quality service to customers.

Essential Duties and Responsibilities

• Provides assistance to customers, vendors, prospects or other members of the public calling one of Mid Penn’s specially designated customer-service telephone numbers.
• Performs assisted teller transactions to support customers with inquires in an interactive environment using video and telecommunication equipment, specifically Interactive Teller Machines (ITM).
• Assists customers with routine teller machine transactions such as cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries.
• Recognizes needs and offers viable solutions of products and services to enhance customer relationships and experiences. Provides referrals to other departments or individuals as applicable.
• Provides support to the daily operation of the call center, ensuring efficiency and a high customer service level.
• Communicates and interfaces with other departments and management personnel as required by efforts to ensure the highest level of service or problem resolution for callers.
• Provides assistance to operations department on other operational tasks, including wire transfer call back procedures, processing of loan payments, internet banking password resets, debit card activations, and approved debit card limit increases.
• Maintains customer confidentiality and recognizes Red Flag indicators and acts accordingly.
• Identifies and acts on both positive and negative performance trends to ensure bank service level goals and performance targets are achieved.
• Monitors for, and reports, service performance trends to bank management so root-causes can be identified and rectified.
• Answers questions and recommends corrective services to address customer complaints.
• Maintains a high degree of technical proficiency of bank products and systems and conformity to company policies.
• Provides periodic reports or updates to the department management and other groups as needed.
• Makes use of the company’s Customer Relationship Management system to record customer interactions, helps build trend patterns, or refers complex issues requiring additional follow-up to the appropriate person or department.
• Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank's compliance with all regulatory requirements.

Requirements

• This is a critical operational role and must be able to work from home and provide a safe and quiet space to receive customer calls.
• Company will provide equipment (computer & phone) with remote access technology. Employee will be expected to provide internet service via cable, FIOS, DSL or similar access.
• Regular and predictable attendance.

Education & Qualifications

• A minimum of one (1) year of experience in a retail banking environment or customer service experience preferred.
• Ability to attend training in Halifax or Harrisburg, PA.
• Ability to work independently & remotely per assigned schedule.

Skill(s)

Proficient reading, writing, grammar, and mathematics skills. Proficient interpersonal relations and communication skills, including visual, auditory and speaking skills. Special emphasis on telephone communication skills including voice quality, annunciation, tone, and pace of speech. Problem solving and time management skills. Working knowledge of bank operating policies and procedures. Ability to sit, stand, walk, bend, stoop, reach with hands or arms, use hands to manipulate objects and lift items weighing 20 lbs. or less.

Equipment/Machines

• Telephone (both single-user sets and multi-caller VTC equipment)
• Token-based access security devices
• PC
• Printer
• Calculator
• Fax machine
• Copy machine
• Check Scanners
• Scanners

Mid Penn Bank offers rewarding career opportunities, competitive wages, great incentives and benefits.

Qualified applicants are considered without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, genetic information, pregnancy, disability, or protected veteran status. We also comply with all applicable laws governing employment practices and do not discriminate on the basis of any unlawful criteria.

Equal Opportunity Employer–Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity