Operations Call Center Quality Control Representative

Call Center Quality Control Representative

The Call Center Quality Control Representative (CCQC) is a function of bank internal control regarding the maintenance and closing of deposit accounts, debit cards, and auxiliary account functions within the bank. CCQC is tasked with daily monitoring, logging, and communication of errors and inconsistencies occurring in the Lobby Services and Call Center areas.

Essential functions of the job include:

• Knowledge of core software
• Knowledge of specific software used to service customers
• Experience with legal documents such as the categories of Power of Attorney and Representative Payee as well as various documents presented upon the death of a customer such as Letters of Testamentary, Letters of Administration, or Small Estate Affidavits
• Experience with commercial entity structure such as Sole Proprietors, Partnerships, and Corporations as well as more loosely organized entities like Associations or Political Organizations
• Understanding of specific policies and procedures of American National Bank and Trust
• Understand and review daily reports relating to accounts and debit cards
• Prepare and distribute monthly reports
• Review daily reports for all maintenance made on accounts by CCRs and LSRs
• Review accounts with a change of address and new debit cards
• Perform all other duties as required or assigned

Required skills include:

• Knowledgeable in the use of office equipment, (i.e. computers, copiers, scanners, multi-line phones, etc.), regular use of desktop computers and related banking software
• Mental awareness, alertness and adaptability to office and field area work routines
• Proficient in MS Office, (i.e. Excel and WORD), accounting, alpha-numeric data entry, spreadsheets
• Excellent time management skills and the ability to prioritize work
• Attention to detail and excellent problem-solving skills
• Strong organizational skills with the ability to multi-task
• Ability to read and understand simple instructions, short correspondence, notes, letters and memos; ability to write simple correspondence
• Ability to add, subtract, multiply and divide numbers
• Ability to use common sense understanding in order to carry out detailed written or oral instructions
• Performs work operations which permit frequent opportunity for decision-making of minor importance
• Light mental demand
• Repetitive problem-solving activities using a pre-determined set of processes or directions
• Probable errors of internal and external scope would have a moderate effect on the operational efficiency of the organizational component concerned

Physical requirements and working conditions include:

• Continuously required to sit or stand, talk or hear
• Occasionally lift, move, push or pull up to 10 pounds
• Specific vision abilities required by this job include close vision
• Indoor position with a usually moderate noise level
• No harmful environmental conditions present for this position

Required experience includes:

• High school degree or GED equivalent; emphasis on office skills
• Plus 12-18 months of related experience and/or training or equivalent combination of education and experience

Reporting relationship: The CCQC reports directly to the Call Center Manager. The Call Center Manager reports to the Vice President Operations, who reports to the EVP of Operations/Cashier and HR Director, who reports to the President/CEO of American National Bank and Trust.

Disclaimer: This job description is representative only and not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced or delegated by Management to meet the business needs of the organization. This document in no way constitutes an offer of employment or a contract of employment. ANBandT reserves the right to modify job descriptions, policies or any other procedural document at any time, for any reason, with or without prior notice. ANBandT is an Equal Employment Opportunity / Disability / Protected Veteran Status Employer.