Contact Center Representative - Inbound jobs in Santa Barbara, CA

 Are you a talented professional who excels at personalized service, enjoys getting involved in your communities and has a desire to work for an award-winning Best Bank? 

Montecito Bank & Trust is seeking a full-time Service Center Representative to join the Service Center Department. The Service Center Representative will be deliver a World Class Experience to every customer when answering inbound calls in a professional and efficient manner and assist other team members with their calls as needed. Research and resolve customers’ inquiries and maintenance requests regarding personal and business accounts, Bank products, and other banking services. Support the Bank’s digital products including Online Banking, Mobile Banking, Telephone Banking, and Positive Pay for consumer and business clients. Provide all callers with excellent customer service including: problem analysis, problem solving, as well as a quick, reliable resolution of their questions, requests, and/or concerns. Continually look for opportunities to go above and beyond customer expectations and refer appropriate Bank products and services as needed.

Minimum Requirements, Activities & Responsibilities

 Education and Experience: 

• High school diploma or equivalent 
• Minimum of one year banking experience, including: branch operations, new accounts, back office operations, and service center is required
• One year of service center experience preferred

 Essential Functions:

• Utilize all available technology and software applications to maximize service accuracy and efficiency.
• Complete all paperwork and related customer transactions in a timely and accurate manner while following all departmental policies and procedures.
• Maintain a working knowledge of Bank products and services while understanding their features and benefits
• Be able to process, complete, and record ALL Service Center Daily Tasks between inbound calls, including (but not limited to): Verification of Deposits, Remote Deposit Capture, Daily Notices, Customer Fulfillment, Returned Mail, Voice Mail, and Customer Opt In/Out Options, Online Banking Messages.
• Assist in the preparation of department/agent reports and statistics.
• Represent the Service Center when needed for projects and inter-department meetings.
• Respond to inquiries and maintenance requests regarding Bank accounts, products, and services in a timely, positive, friendly, customer centric, and professional manner. Ensure effective, timely, and proactive customer service resolution and follow-up as needed.
• Communicate and coordinate with internal departments when needed to effectively ensure a timely and proactive customer service resolution and follow-up. 
• Keep informed of sales opportunities to meet customer needs and build lasting relationships. Solicit business and initiate sales referrals. Promote and educate customers about self-service options.
• Maintain accurate, thorough and concise customer communications records. 
• Obtain and evaluate all relevant information to address and resolve (both internal and external) customer inquiries, concerns, and complaints. Assist with call research when needed.
• Assist customers with Online Banking troubleshooting, training, and research.  This will include both personal and basic business customers.
• Other duties as assigned.

 Skills and Capabilities:

• Must be flexible and willing to work in an interactive and dynamic team environment.
• Strong critical thinking, decision-making, and customer service skills
• Strong knowledge of standard computer applications including MS Word, Excel, and Outlook
• Strong oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, speak clearly to customers and employees
• Strong organizational, problem-solving, and time management skills
• Ability to lead by example in a team setting and work independently 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
• Must be able to perform this position safely, without endangering the health or safety to himself or herself or others
• Must be capable of regular, reliable and timely attendance
• Must be able to work effectively either independently or as part of a team
• Must be able to effectively handle multiple, simultaneous, and changing priorities
• Must be able to demonstrate highest levels of customer service and confidentiality with internal and external customers
• Ability to read, write, speak, and comprehend English; Spanish a plus. 
• Ability to answer phones professionally and relate to people in an open, friendly, and accepting manner.
• Ability to perform sales through service.
• Ability to have in-depth dialogues and explanations with customers that can be of sensitive and confidential nature.  Communications may involve educating and advising customers on matters of significance. 
• Uses initiative in carrying out recurring assignments independently without specific instructions while escalating problems and unfamiliar situations when necessary.  
• Able to handle complex problems requiring analysis of data and resolve to customers’ satisfaction.
• Ability to work with limited supervision, while completing tasks that could potentially cause significant issues if there are errors.

 Interested in applying? Visit our website at www.montecito.bank/careers 

Review opening using the “Apply Now” tab on our Careers web page 

Once you've selected desired position, click “Apply Now" on the top right-hand corner of the web page

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A member of our Human Resources department will reach out to you to let you know whether or not you have been selected to move forward in the interview process

** The typical hiring range based on qualifications and pay equity is $24.87 - $29.96

 Equal Opportunity Employer/Disabled/Veteran