Call Center Customer Relationship Associate
Company: Provident Savings Bank
Posted on: September 14, 2023
The Call Center Customer Relationship Associate (CRA) is
responsible for providing superior quality customer service to all
business lines of the Bank.Reporting to the Call Center CRA
Supervisor, associates must be able to handle a high volume of
calls while completing other assigned duties.
We have a current opening for a Call Center CRA at our Corporate
Call Center in Riverside, CA.This is an onsite, prime-time
position, typically working between 35-38 hours per week.
Essential duties and responsibilities include the following:
- Must be able to handle specified amount of inbound calls per
day as set by management.
- Will adhere to set, delegated authority limits.
- Responsible for keeping current and knowledgeable on all Call
Center reference materials (portfolio, rate sheets, memos, etc.)
and bank policies and procedures, and attending training as
- Will maintain a neat and orderly work area (i.e., reference
materials and equipment).
- Responsible for cross-selling products to customers and
referring to appropriate department.
- Achieves and maintains a high level of customer service while
adhering to current policies and procedures.
- Completes miscellaneous projects assigned by management within
- Will be responsible for the proper and timely completion of
assigned duties as indicated in the Bank Operations procedure
- Responsible for providing superior quality service in support
of the strategic initiatives of the Bank Operations and Technology
and Retail Banking divisions.
- Responsible for maintaining high level of job performance to
meet and/or exceed the standard for this position in order to
ensure achievement of the Department's goals.
- Communication / Interpersonal Skills: Providing correct and
timely information to customers and peers;conveying difficult
information;getting along with others;asserting opinions and
decisions;working as a productive member of a cohesive group toward
a common goal
- Customer Focus: Knowing the internal and external customer
business needs and acting accordingly;anticipating customer needs
and giving high priority to customer satisfaction and service
- Performance: Execution of job functions, duties, and
roles;includes accountability (reliability / dependability),
adaptability, computer literacy, decision making, initiative,
organizational awareness, planning and organizing, problem solving,
and results orientation
- Values-Based Behavior: Upholding generally accepted social and
ethical standards in job-related activities, decisions, and
Does not supervise other staff members.
To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily.The requirements listed
below are representative of the knowledge, skill, and/or ability
Required Education and/or Experience
- High School diploma.
- Must have ability to work well with customers and staff, both
in person and by telephone.
- The ability to communicate effectively, both verbally and in
writing, with all levels within the organization, as well as with
- Must have good aptitude for numbers and detail.
- Keyboarding and computer skills are necessary, as well as
strong organizational skills.
- Must have strong knowledge of Microsoft Word and Excel, as well
Physical and Mental Demands
The physical and mental demands described here are representative
of those that must be met by the employee to successfully perform
the essential duties and responsibilities of this job.Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential duties and responsibilities.
This position is set in a quiet, office environment.The position is
generally regarded as light work.Exerting up to 20 pounds of force
occasionally, and/or up to 10 pounds of force frequently, and/or a
negligible amount of force constantly to lift, carry, push, pull or
otherwise move objects.While performing the duties of this job, the
employee may be required to alternately stand, walk, sit, reach
with arms, talk or hear and use hands to write, type, and handle or
feel objects, tools or controls.The employee is required to have
close visual acuity to perform an activity such as: preparing and
analyzing data and figures; transcribing; viewing a computer
terminal; extensive reading.
Employee must possess the ability to read, write, perform basic
math functions, understand basic communication and instructions,
carry out instructions, complete basic problem-solving and
analyzing information, and make independent decisions within the
scope of responsibility.
Provident Savings Bank, F.S.B. ("Provident" or "Bank"), is an Equal
Opportunity Employer and makes employment decisions on the basis of
merit.We want to have the best available persons in every
job.Provident policy prohibits unlawful discrimination based on
race, creed, gender (including gender identity and gender
expression), religion, marital status, registered domestic partner
status, age, national origin, ancestry, physical or mental
disability, medical condition, sex (including pregnancy,
childbirth, lactation requirements, or related medical condition),
genetic information, sexual orientation, military or veteran status
or any other consideration made unlawful by Federal, State, or
local laws.This policy has the support of the highest levels of
management.Provident Savings Bank, F.S.B. is an "at will"
The typical pay range for this role is:
Please keep in mind that this range represents the pay range for
all positions in the job grade within which this position falls.The
actual pay offer will take into account a wide range of
NO PHONE CALLS PLEASE
Keywords: Provident Savings Bank, Riverside , Call Center Customer Relationship Associate, Other , Riverside, California
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