Job Description

The Call Center Representative and/or the Switchboard Operator must handle customer calls in an efficient and professional manner. They must have good listening skills and speak clearly. They must be able to work under pressure due to high call volume, must be a quick learner, have experience with Microsoft Office products, as well as able to operate a multi-line phone.

• Assists customer with account inquiries, internet banking and Bill Pay issues, funds transfers, stop payments, loan payments, debit card limit increases and cancellations, and ordering checks.
• Retrieves and responds to voice mails and emails from customers.
• Assists the switchboard operator in his/her absence.
• Provides ongoing processing support for the Bank’s various technology options.
• Market the Bank’s various products and services to call-in customers.
• Research customer and branch inquiries as needed.

• Ensure bank is in compliance with federal banking regulations including, but not limited to Bank Secrecy Act, OFAC, Community Reinvestment Act, American with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, the Federal Reserve’s “lettered” regulations, and Call Center Representative roles and responsibilities relating to each act.

• Represent Guaranty Bank & Trust Company professionally, efficiently, and tactfully
• Acknowledge and greet customers with a smile, call customer by their name, ask if they need any additional assistance, thank customer at end of every conversation
• Ensure continuing development of professional relationships with management and colleagues.

• Follow all bank policies and procedures
• Answer and assist incoming callers with questions and requests; subsequently route callers, as appropriate.
• Receive incoming bank visitors and assist in directing them appropriately.

• Work overtime, as needed.
• Ability to work on Saturday rotation schedule.
• Follow all bank policies and procedures
• Provide assistance to other departments as needed.
• Perform other duties that may be assigned and requested.

• Accountability (core value) – Always do what we say and hold one another accountable.
• Accuracy – Thorough with strict attention to detail; does work right the first time; identifies and corrects errors; produces complete and error free work.
• Active Listening – Gives full attention to what others are saying, attentive to others’ ideas and concerns; asks questions to clarify understanding.
• Conceptual Thinking – Notices similarities between different and apparently unrelated situations.
• Confidentiality (Core Value) – Always maintains strict confidentiality.
• Community Development (Core Value) – Always committed to community development.
• Critical Thinking – Apply rules and logic to situations; considers factors beyond the initial information given.
• Data entry – Proficient alpha/numeric data entry skills.
• Detail oriented – Concentrates on routing work details; carefully monitors and examines one’s own and others’ work; ensures accuracy in documentation and data.
• Ethical Conduct – Conducts oneself consistently with sound banking practices and standards, upholding the values of Guaranty Bank.
• Integrity (Core Value) – Always act with integrity and honesty.
• Respect (Core Value) – Always treats others with respect.

Physical Requirements:

Physical requirements needed to perform the above essential duties, with or without reasonable accommodation, may be requested from Human Resources.

General notice: