Position Title: Sr. Customer Contact Center – Inbound Associate Reports To: Customer Contact Center Manager Inbound or Team Leader - Inbound Department: Customer Contact Center FLSA Status: Non-Exempt Purpose: Five Star Bank is seeking motivated candidates to fulfill the position of Sr. Customer Contact Center – Inbound Associate. This position will act as first line of contact and trusted consultant to our customers. The Sr. Customer Contact Center – Inbound Associate will work directly with our customers to meet their needs and provide the best customer service Supervisory Responsibilities: Degree of Supervision Received: Moderate • Supervision Received (title): Customer Contact Center Manager Inbound or Team Leader - Inbound Degree of Supervision Given: NA • Supervision Given to (Titles): NA Essential Functions: • Mentors and assists with inquiries to non-senior associates • Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls. • Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities • Identify customer needs and suggest appropriate products and services to meet their needs. • Utilize technology to support and troubleshoot online services, gather information, and track customer interactions. • Use critical thinking to remain solution-focused. • Identify opportunities to help our customers and grow our business. • Follow bank policies, procedures, all applicable laws, regulations and compliance. • Flexibility to work various shifts including evenings, weekends, and holidays. • Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders. Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work. • This job description is not exhaustive. The Sr Customer Contact Center - Inbound Associate may be required to perform other duties as assigned, including supporting other talent development and planning work that supports the business success. Job Related Qualifications – Education and Prior Experience: Required: • Education: High School Diploma or Equivalent • Prior Experience: 3 years Customer Experience, Contact Center Preferred: • Education: High School Diploma/Associate Degree • Prior Experience: 5 years Customer Experience, Contact Center Competencies: • Excellent communication skills (both verbal and written). • Strong customer-service skills. • Ability to organize and prioritize to meet deadlines. • Bank experience preferred. • Proficiency in Windows based and Microsoft office applications. Physical Requirements: • Able to regularly sit for prolonged periods of time. • Able to travel: • occasionally • Extensive computer usage is required. • Ability to work: • Evenings • Frequently • Weekends • Frequently