Customer Service Center Representative I/II/III

1 week ago


San Antonio, United States Broadway Bank Full time

**Position** : Customer Service Center Representative I/II/III | **Division**: Customer Service Ctr * Answers incoming calls by effectively communicating with existing and prospective customers through profiling to uncover financial needs.

* Demonstrate skills in acquiring, expanding and retaining customers and refer customers to the appropriate line of business partner.

* Participate in call center campaign activities.

* Deliver the distinctive customer experience aligned with the Broadway Bank Mission, Vision and Values.

* Performs outbound or follow-up calls to existing and prospective customers and works toward a first call resolution process.

* Maintain an effective level of product and program knowledge.

* Process a variety of routine and complex transactions for call center customers including transfers, loan payments, account research, maintenance and reconciliation. Role will also include disclosing the availability of funds based on pending transactions, research and reporting in determining fraudulent account activity, retrieving and reviewing legal documents and including account retention all in a timely manner.

* Ensures all customer transactions are processed in compliance with operational, technical and regulatory requirements and that all security procedures are consistently followed.

* Complete documentation necessary to maintain open or closed deposit accounts and process loan applications.

* Performs other duties as assigned.

* Individual Sales Activity and Production Goals

* Call Center Five Star Goals

* Call Quality

* Adherence to Schedule within the Calabrio Scheduling software

* Attain Certification on Bank Products and Services

* Attain Certification on Regulatory training job requirements

* 1 year financial institution, customer contact or call center experience.

* Demonstrated selling skills and abilities

* Good verbal and written communication skills

* 1 year call center experience

* 1 year financial services experience

* 1 year soft sales experiences

* 1 year of technology experience

* Keyboard 35 wpm accurately and computer proficiency

* Preferred: Platform Software, Microsoft Office Suite ACD Applications, and 10 Key


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