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Customer Care Operations Specialist
2 months ago
This role has the opportunity to work hybrid. During the interview process, our Talent Acquisition Team will share additional details with you.
Under limited supervision, the Customer Care Operations Specialist supports all projects in the Customer Care department, handles overflow of calls in the queue, and provides support in other areas as needed. Position will be responsible for training new employees and giving on-going support and guidance to team members.
Responsibilities:
Lead Customer Care projects:
Messaging
* Ensure timely response to secured customer communications sent from the customers' online accounts
* Ensure timely response to unsecured messages from customers sent to the Customer Care e-mail address and "Contact Us" option through the bank's website
Case Tracking
* Collaborate with online banking support to review suspicious debit card transactions
* Communicate with customers and financial center employees by phone and e-mail regarding suspicious transactions
* Ensure timely resolution and confirmation of transactions
Online Banking E-service
* Support financial centers by answering online banking questions via phone call or e-mail
* Support daily maintenance work
* Quality control of operational transactions completed by online banking support
Online Account Opening
* Collaborate with Branch Administration to review new accounts opened online.
* Support Deposit Operations with KYC policies and procedures.
* Assist new and existing customers with online account application process.
Train new employees on Customer Care policies and procedures:
* Train and coach Customer Care Representative (CSR) to respond to customer questions and troubleshoot problems with services or products.
* Ensure CSR understands and complies with all Customer Care objectives, performance standards, and policies.
* Facilitates the 6-month Training Onboarding experience by using the Mentor Checklist, and Training Checklist resources.
* Allow new employee to work through the processes at their pace from start to finish, making suggestions as they work
* Check all new employees work to ensure accuracy during the training program
* Provide necessary feedback and guidance to promote quality and maximum efficiencies during the training process.
Answers inbound telephone calls and emails from customers in the queue providing accurate information to customers in accordance with bank guidelines
Execute, maintain and distribute reporting used by Customer Care management
Qualifications:
Education Requirements
* High school diploma or equivalent
Minimum Experience
* 3 years' customer service experience
* 2 years' experience in financial services
* 2 years' experience at a call center
Knowledge/ Skills/ Abilities
* Clear verbal communication, written communication, and reading comprehension in English
* Basic computer skills (i.e., typing, data entry, Internet navigation, Microsoft Windows and email)
* Basic use of standard office equipment (i.e., telephone, computer)
* Strong interpersonal and customer service skills
* Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills
* Application of good judgment and decision making
* Ability to work efficiently both independently and as part of a team
* Ability to prioritize work to meet deadlines and productivity goals
* Ability to work under pressure and cope with stress effectively
* Ability to work in a fast-paced environment
* Demonstrate a general level of knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations to ensure adherence to bank policies and compliance with all regulatory requirements.
Job Details:
Regular
In accordance with Colorado law: Colorado pay for this position is anticipated to be between $21.54 - $31.68 hourly, actual offers to be determined based on applicant's skills, experience and education.
While the anticipated deadline for the job posting is 07-20-2024, we encourage you to submit your application as we may still consider qualified candidates beyond this date.
To all recruitment agencies: Independent Financial does not accept agency resumes without formal engagement of the agency. Please do not forward resumes to Independent Financial employees or any other organization location. Independent Financial is not responsible for any fees related to unsolicited resumes.
