Contact Centre Agent

We are seeking an excellent communicator and problem solver to join the Contact Centre team, and to be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior. The Contact Centre Agent will provide a high degree of customer service in a non-sales environment and will provide support for inquiries and matters regarding banking products and services to internal and external customers through electronic and telecommunications channels. This position will report to the Team Lead, Contact Centre. No sales or weekends required!

Your responsibilities will include:
• resolving client queries and requests to completion through electronic and telecommunications channels, i.e. email, internet banking systems, facsimile and telephone
• identifying customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• where required, escalating issues to the appropriate specialist or department
• following communication "scripts" when handling different topics
• reviewing daily system-generated reports and proactively contacting clients using diplomacy and problem-solving skills in order to resolve a range of issues
• approving or declining cheques or debits to overdrawn accounts in accordance with the Contact Centre policies and procedures
• remaining current on all Bank products and services, including rates and fees

Your qualifications and skills include:
• high school diploma or equivalent
• previous experience in a customer support role
• strong phone and verbal communication skills along with active listening
• customer focus and adaptability to different personality types
• ability to multi-task, set priorities and manage time effectively
• familiar with customer service practices and conflict resolution techniques

Why Butterfield?
Butterfield is a leading, independent offshore bank and trust company. With more than 1,300 financial services professionals across ten international jurisdictions, the Butterfield experience is enhanced by robust learning and development opportunities and comprehensive benefits. Guided by our core values-approachable, collaborative, empowered and impactful-we provide a respectful environment where we value the diversity of our employees and the talents and experiences they bring. With a 160-year tradition of service excellence we empower individuals to achieve their potential and make a positive impact on our business, our clients and our communities.