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Inbound Customer Service Associate
2 months ago
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.
