Banking Call Center Job Description
A bank's customer call center is an important component to delivering speedy and reliable customer service. Call center agents must attempt to quickly resolve customer issues and complaints that involve money and confidential information. Because a company's image and brand are heavily influenced by its level of customer service, banking call centers are crucial to building customer relationships and retaining customers against competition.
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Function
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Call centers are often the first place bank customers call for immediate answers to questions regarding their checking and savings accounts, loan applications and credit cards. It is the call center representative's job to actively listen to, troubleshoot and resolve customer problems and concerns. Representatives are also responsible for identifying and escalating customer issues to the appropriate bank department, as well as executing banking transactions and cross-selling products or special promotions.
Work Environment
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A call center representative's work shift varies and can take place during the morning, afternoon or evening hours depending on call volume. Though call center professionals typically have their own cubicles, their work environment can be noisy and hectic due to the high volume of calls that are received on a daily basis. As a result, banking call center jobs can be stressful if there is little break between incoming calls or if the representative must deal with upset customers.
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Considerations
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Because bank call center jobs are sedentary and repetitive, there is a risk of developing muscle strain or repetitive motion injuries. Extensive hours in front of the computer can also create eye strain, headaches, as well as neck and back pain. According to the Bureau of Labor Statistics, customer service departments are slowly allowing their workers to work remotely from home to allow more flexibility during their shifts.
Skills
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In addition to a high school diploma, banking call center representatives should have excellent listening and verbal communication skills. Speaking clearly and succinctly are essential to providing effective customer service on the job. With the growth of the Internet and online communication, representatives should also have a firm grasp of spelling, grammar and email etiquette. Some banks prefer that call center applicants have a fluency in a second language, such as Chinese Mandarin, Korean or Spanish.
Potential
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The BLS ranks customer service representative jobs as one of the largest occupations in the United States due to their presence in most industries. Job growth for representatives will be above average due to the need to replace workers who will exit the field. Between 2008 and 2018, customer representative jobs are expected to increase by approximately 18 percent as companies continue to focus heavily on growing customer relationships and retaining customers.
Salary
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According to SimplyHired.com, the average salary for a U.S. bank call center professional was $36,000 as of April 2010. However, salaries for banking call center jobs may differ based on location, years of experience and employee benefits.
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References
- Photo Credit call-center image by Yvonne Bogdanski from Fotolia.com
