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Call Center Specialist

4 months ago

West Valley City, United States US Tech Solutions Full time

Job Title: Call Center Specialist - Retail Deposits

Location: Salt Lake City, UT

Duration: 6 Months Contract to hire

Job Description:

Responsibilities:

Responsible for providing quality customer service and accurate information about depositor accounts, programs, policies and processes. Answer inquiries from customer, potential customers, financial and institutions, business partners, internal customers and others. Process telephone requests for account information and application processing and communicate results to the customer. Maintain knowledge of comparable and competitor products. Respond to email and written inquiries. Responsible for the maintenance of existing accounts. Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established servicing guidelines. Individuals in these positions may be focused on one or more of these activities: Financial Adjustments, Status Adjustments, Account Maintenance and Customer Communications.

Experience:

Looking for candidates with minimum of 2 years' experience into call center environment.

Skills:

Customer Service :

Answers incoming calls

Reports Conditions affecting customer satisfaction

Performs timely and accurate follow up on account inquiries

Provides accurate information on deposit products offered

Demonstrates strong problem resolution skills

Solid organization and communication skills with a strong attention to detail

Escalates reports of exceptional service and complaints

Training and Development :

Completes core corporate training and develop solid knowledge of systems

Self-motivation to consistently improve knowledge to advance service capabilities

Maintains knowledge of all Retail Servicing policies and procedures

Keeps all training documentation organized and remain aware of new information

Operates within compliance policies and procedures

Processing :

Account analysis

Performs manual research of accounts

Records comments clearly

Processes and updates deposit applications on system

Makes outgoing calls to provide information and clarify questions

Ensures updates to the database are complete and accurate

Proficient in all systems necessary to provide effective customer service

Other Job Functions :

Other duties as assigned

Assist in other business areas as needed

Accurately track all work completed

Individual/Time Management

Meet or exceed department standards for productivity and quality

Demonstrate flexibility and team-oriented attitude to support the business (overtime, travel, etc.)

Identify system issues and process improvements

Education:

High School Diploma or Equivalent

Some banking experience or a customer service background

Excellent knowledge of multiple business area processes and procedures

Excellent knowledge of applicable department systems

Demonstrated ability to manage multiple priorities in a time-sensitive environment

Ability to maintain composure and professionalism while troubleshooting and resolving complex customer issues.

Familiarity with Microsoft applications with emphasis on Word/Excel

Excellent oral/written communication skills

Excellent data entry skills

Proven ability to consistently meet individual/team/department goals

Has developed specialized skills or is multi-skilled through job-related training

Takes a broad perspective to problems and identifies new, less obvious solutions

Completes work with a limited degree of supervision

Proven ability to meet strict attendance guidelines