Customer Support Specialist

2 months ago

Augusta, United States Coforge Full time

Job Title: Customer Support Specialist

Skills: Customer Service, Phone support, Banking Knowledge

Experience: 3+ years

Location : Augusta, GA - 30907

Duration: Contract


We at Coforge are hiring a Customer Support Specialist with the following skillset :

Responsibilities

  • Provide high touch customer care for all of our clients’ Consumer banking customers.
  • Manage and prioritize a high volume of case work through various channels of communication both externally and internally. Phone, Email, direct messaging, etc.
  • Provide escalation support for Tier 1/Tier 2 Shared Resources team.
  • Ensure customers experience exceptional service by providing clear, concise written and verbal communication for internal and external customers.
  • Act as subject matter expert for Consumer products, services and systems as well as partnering with non-consumer lines of business with ties to consumer products and services.
  • Communicate directly with clients regarding all consumer products and services and maintain a flexible learning approach to ongoing changes relating to those products and services.
  • Partner with client onboarding specialists including assistance with customer onboarding and documentation requests.
  • Abide by our client’s policies, procedures, and regulatory compliance guidelines.
  • Advanced organizational skills, prioritizing business needs and meeting service level agreement deadlines.
  • Utilize unique specialized skills as needed per direction of management.
  • Provide exceptional client experience.

Qualifications


  • Preferred 3+ years of banking experience, with a demonstrated knowledge of consumer products, systems and services recommended.
  • General working knowledge of all applicable banking laws and regulations.
  • Customer service oriented, with a strong orientation for sensitivity and professionalism when handling customer calls, questions, and concerns.
  • Strong oral presentation and training delivery skills in-person and over the phone required.
  • Excellent problem-solving, analytical and critical thinking skills.
  • Demonstrated ability to influence and establish positive working relationships across the organization required.
  • Results oriented in a high-performance team environment.
  • Self-starter and ability to multi-task in a fast-paced environment.
  • Outstanding organization and effective time management skills.
  • Proficiency in the use of Microsoft Office products (MS Word, MS PowerPoint, MS Excel).
  • Must be able to work a flexible schedule that will include a rotation of evening and Saturday hours.

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