Contact Center Specialist I or II (PART-TIME, 19 hours per week)
Synovus - Roswell, GA

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    Required Education: High School Diploma, GED, or equivalent.
    • Required Experience: 6 months customer service related experience. Experience within a banking environment as a Teller or similar job is preferred.
    • Required Skills & Abilities:
    - Basic knowledge of all banking transactions and account establishment guidelines and processes.
    - Effectively uses questioning and relating skills to maintain control of all call situations
    - Competent in using Microsoft Word and Excel.
    - Good verbal and written communication skills.
    - Strong customer service skills and the ability to convey information in a receptive manner.
    - Good telephone etiquette skills.
    - Problem resolution skills
    - Ability to properly document information.
    Additional Job information:
    Hours:
    PART-TIME ONLY - 19 hours per week
    Schedules available:
    - 10:00AM - 2:00PM M-F, Saturday rotation hrs 10:00AM - 2:00PM, off Wed & Thurs
    - 2:00PM - 6:00PM M-F, Saturday rotation hrs 10:00AM - 2:00PM, off Wed & Thurs
    - 10:00AM - 3:00PM M-T-W-TH working every Saturday, off Thurs & Fri
    Anticipated offer date for position is April 2013. The position may be filled as a level I or II based on education, work experience and business need.
    Contact Center Specialist II:
    • Required Education: High School Diploma, GED, or equivalent.
    • Required Experience: Two (2) years of contact center experience
    • Required Skills & Abilities:
    - Basic knowledge of all banking transactions and account establishment guidelines and processes.
    - Effectively uses questioning and relating skills to maintain control of all call situations
    - Competent in using Microsoft Word and Excel.
    - Good verbal and written communication skills.
    - Strong customer service skills and the ability to convey information in a receptive manner.
    - Good telephone etiquette skills.
    - Problem resolution
    - Conflict Resolution
    - Ability to properly document information.
    Job Description:
    Job Summary;
    Under direct supervision, provides banking and financial services with established objectives of selling new or additional products or services via the telephone to customers. Quickly establishes and maintains rapport with all callers, and works diligently to identify nature of call or problem in earliest dialogue.
    Job Duties and Responsibilities:
    • Facilitates the telephone banking services in a call center environment; answer all calls according to established guidelines and standards of practice; provide banking services and promote the banks products.
    • Receives routine and basic calls concerning the banks products and/or services; may be required to place calls when necessary.
    • Assists customers and clients with routine request regarding their account(s).
    • Addresses general customer inquires regarding pending request, discrepancies, statements, check holds, overdrafts, service charges, etc.; resolve routine complaints or concerns; may forward complex and/or unusual request to either the next tier Call Center Representative or a supervisor or manager for resolution.
    • Utilizes a software program to document, track, and monitor each call received; process routine request and associated paperwork; and follows-up on any and all pending request previously submitted or unresolved.
    • Responsible for contributing to bank deposit growth through referrals, product solicitation, etc.; utilize the needs based sales concept; identify customers needs and match other bank services and products to those needs; participate in training on various products and services available for solicitation.
    • Demonstrates the Customer Covenant each day through always providing the highest level of customer service.
    • Performs other related duties as assigned.
    The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
    In order to be considered for this position, candidates must be eligible to work in the U.S. and will not need sponsorship from the employer now or in the future, in order to obtain, extend or renew authorization to work in the United States.
    About Synovus:
    Synovus Financial Corp., based in Columbus, GA is the holding company for Synovus Bank and other financial companies throughout the southeast in the states of Georgia, Alabama, Florida, South Carolina and Tennessee. We are proud to have been named one of “The 100 Best Companies To Work For in America” by FORTUNE magazine and recognized in its Hall of Fame for consecutive appearances on the list since its inception in 1998.
    In order to become a team member, all candidates must pass several background checks to include Criminal Background, Drug Screen, Reference Checks, Finger Print Checks (if required for this position), and others.
    Synovus Bank is an Equal Opportunity Employer supporting Diversity in the workplace. M/F/D/V. Synovus Bank is a tobacco-free company.
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    Synovus has a nose for community banking. The holding company owns flagship subsidiary Synovus Bank and about 30 community banking divisions...