Contact Center Quality Manager jobs in Arkansas

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Position Summary

The Customer Contact Center Specialist I - Bilingual passionately performs a full range of customer service via multimedia communication as directed by the management of the Contact Center.

Builds Loyalty with customers by delivering the best experience possible, effectively resolving customer questions and concerns, proactively offering advice on the best way to interact with the bank when necessary.

Essential Duties and Responsibilities

Receives and processes incoming calls from customers with a prioritization of customers who require an agent who speaks another language fluently.

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.

Provides translation services for Simmons internal departments to assist customer transactions upon request.

Performs other duties and responsibilities as assigned.

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.

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.

Ability to speaks another language fluently.

Education and / or Experience

HS Diploma / GED

One year of providing outstanding customer service or sales experience, preferably in a financial setting, is required.

Specialized Training

None

Computer Skills

Proficient with a PC

MS Word and Excel

Certificates, Licenses, Registrations

None

Other Qualifications (including physical requirements)

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.

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 :

Communication, Critical Thinking, Judgment and Decision Making, Sales

Customer Service, Professional Telephone Skills, Business Writing

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.

Simmons First National Corporation and its subsidiaries are committed to Affirmative Action Programs consisting of results-oriented procedures to ensure equal employment opportunities.

These programs require positive action in lieu of neutral non-discrimination and merit hiring / performance policies.

Last updated : 2024-04-03