Contact Center Representative, Consolidated Deposit Operations (Hybrid - Federal

About the position The Contact Center Representative at HomeStreet Bank is responsible for providing exceptional customer service by assisting clients with account inquiries, problem resolution, and online banking support. This hybrid role requires effective communication across various channels, ensuring timely and accurate responses to customer needs while fostering loyalty and retention.

Responsibilities

• Respond to customer inquiries via telephone, email, web chat, or digital channels on banking products, services, and rates while providing friendly, accurate, and speedy service.

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• Resolve customer issues timely and thoroughly, seeking to exceed customer expectations on every interaction.

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• Respond to online banking, mobile banking, and bill payment inquiries; troubleshoot connectivity issues for online banking and bill payment; resolve User ID and password access issues.

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• Prepare and process requests for withdrawals, transfers, duplicate statements, stop payments, service charge refunds, change of address, deposit research, debit card orders, cancel and reactivation of debit cards, and other transaction requests.

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• Act in a mentor capacity for newly hired representatives.

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• Maintain required performance standards in quality, occupancy, attendance, and adherence.

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• Ensure the security of customer information and assist with minimizing bank losses by performing customer verification on each interaction.

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• Accurately track the call reason for training, forecasting, and trending purposes.

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• Manage and utilize time efficiently to ensure service quality, customer satisfaction, and the achievement of key performance indicator goals for the Contact Center.

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• Look for opportunities to introduce products and services that match customers' needs.

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• Answer internal and external customer telephone inquiries by using proper telephone guidelines, account verification techniques, utilizing multiple banking systems to access customer account information and following through to a satisfactory resolution on inquiries, requests, or complaints promptly.

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• Maintain knowledge on banking products and comply with regulations that include but are not limited to overdraft protection, Regulation E, Regulation D, Bank Secrecy Act (BSA), Regulation CC, Privacy Gramm-Leach-Bliley Act (GLBA), and Non-Public Personal Information (NPPI).

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• Assist clients with the completion of debit card disputes, ACH disputes, or check fraud affidavits.

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• Assist in the completion of new account or loan applications.

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• Other duties as assigned.

Requirements

• High school diploma (or equivalent) required.

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• 6 months customer service experience.

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• Exceptional verbal and written communication skills, customer service skills, and the ability to analyze, organize, and present information.

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• Strong interpersonal skills to fully identify the need and resolve while minimizing client effort.

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• Ability to work both independently and as part of a team.

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• Basic computer navigation and keyboarding skills, including the ability to multi-task and navigate between multiple systems.

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• Unquestionable integrity and demonstrated ability to maintain confidentiality in handling sensitive and private information in all aspects of the job.

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• Excellent organizational skills, attention to detail and ability to prioritize and follow-up in a timely manner.

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• Ability and willingness to work a flexible schedule/overtime, as needed.

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• Ability to adapt to change and work in a fast-paced environment.

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• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.

Nice-to-haves

Benefits

• Medical, dental, and vision coverage for employees and their families

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• Life, disability and family leave

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• 401(k) and Roth 401(k) with employer match

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• Wellness program, employee assistance program, 'Commute Trip Reduction' (CTR) and various employee discounts

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• Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work

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• Free employee checking account and employee home loan discounts

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