Job Details

Description

Location: 7555 W. 21st St. | Wichita, KS | 67205

(On-site position; remote work is not available.)

As a Contact Center Representative I at Legacy Bank, you will play an important role in delivering exceptional services and solutions to our customers. In this position, you will be responsible for handling a variety of customer inquiries, resolving issues effectively, and providing accurate information about our banking products and services with kindness to empower our customers to succeed.

Be the voice that builds trust. If you thrive in a people-focused role and find fulfillment in guiding others with care and clarity, we encourage you to apply for our Contact Center Representative I position and join the Legacy Bank team!

Major Duties & Responsibilities

• Answer incoming calls and chats while verifying the caller's identity per the set procedures. Determine the needs of the customer then determine if direct assistance can be provided or the customer will need to be connected with the appropriate resource/department.
• Processes various transactions for customers, including but not limited to: transferring funds between all types of accounts; placing stop payments; closing and ordering debit cards; send/receive documents such as forms, notices, and statements; providing balance and transaction activity; resetting PINs and passwords; and inputting outgoing wires to assure customer's needs are addressed in a polite and friendly manner.
• Maintain the customer-facing elements of the bank's online banking platform, responding to messages and approving/declining requests for access to various services.
• Make outgoing calls to monitor and mitigate debit card fraud.
• Other duties as assigned.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• All employees are expected to actively promote Legacy Bank to existing and prospective customers in order to obtain and build the Bank's customer base and thereby enhance Legacy Bank's growth and profitability.

Requirements

• High School Diploma (or equivalent) required.

• Six months to two years of similar or related experience, including time spent in preparatory positions.

• Customer Service experience will put you ahead

• Knowledge of and comfort with working in multiple browsers and applications is a must.

• Ability and willingness to work a rotating schedule including Saturdays / overtime, as needed

In addition to being adaptable and a dependable team player, successful candidates will:

• Demonstrate empathy, active listening, and clear communication

• Remain calm and professional during challenging situations

• Take ownership of customer inquiries and follow through on resolution

• Be comfortable learning banking products, systems, and procedures

• Navigate multiple systems with accuracy and attention to detail

• Respond positively to feedback in a fast-paced, team-oriented environment