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Inbound Customer Service Associate

2 months ago

Brooklyn, United States Carver Federal Savings Bank Full time

Inbound Customer Service Associate
 

Department: Bank Operations

Reports: Call Center Manager

Position Summary

The Inbound Customer Service Associate is responsible for providing customer support to consumers and business customers via the telephone and/or Internet (e.g. Online Banking, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, balance inquiries checkbook bill payment inquiries, Online Banking set-up and/or password resets. The Customer Service Associate must be well versed in all Carver Banks products and services for proper identification of cross-selling opportunities. Performs other administrative duties as requested.
 

Essential Duties and Responsibilities:

Customer Service: (80%)

  • Provides customer support by phone, email, to clients. Serves as primary contact for inbound customer issue.
  • Escalates more technical product- related issues to the proper support department.
  • Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems.
  • Meets the standards of the job, such as call quality metric standards, adherence to schedule, and average handle time.
  • Tracks and documents inbound support calls and ensure proper notation of customer problems or issues
  • When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.

Sales Referrals: ( 20%)

  • Meet or exceed sales referral performance goals.
  • Follow up on leads and maintain an active sales pipeline daily
  • Proactively identifying cross-sell opportunities.

Qualifications

  • A high school diploma or GED is required for this role.
  • Previous experience in a call center or customer service environment (preferred).
  • Strong written and verbal communication skills and an ability to work with people from diverse backgrounds
  • Effective communications skills both verbal and written.
  • Knowledge of email systems such as Microsoft Outlook enough to communicate with both internal and external contacts
  • Knowledge of Fiserv/Premier System preferred or Jack Henry Silverlake .
  • Basic knowledge of Word and/or Excel enough to enter data.