Contact Center Representative I

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.

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. Come join the Legacy Bank team and be the voice that builds trust!

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.

• 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

• 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

Who We Are

Since our founding in Colwich, Kansas nearly 140 years ago, Legacy Bank has established itself as a strong community partner and a preferred place of employment. Now in our fifth generation of leadership, our focus remains on our people and delivering relationships, service, and solutions to our area communities.

Our Benefits

At Legacy Bank, our employees exemplify sound work ethics, dedication, and a desire to improve lives. We consider our team members our most valuable asset and prioritize their well-being. We recognize their contributions and support them with comprehensive benefits, fostering both their personal happiness and long-term success.

Our Benefits include: health insurance (Legacy pays a portion of the employee’s premium), 401(k) with employer matching, accrued vacation and sick leave, paid personal day, health & dependent care flexible spending account, and more.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Equal Opportunities

Legacy Bank is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.