Client Service Representative I/II/III
2 weeks ago
Position: Customer Service Center Representative I/II/III | Division: Customer Service Center
As a Customer Service Center Representative, you will be responsible for handling incoming calls, effectively engaging with both current and potential customers to identify their financial needs.
Your role will involve:
- Demonstrating proficiency in acquiring, expanding, and retaining customer relationships while directing them to the appropriate business partners.
- Participating in various call center initiatives and campaigns.
- Delivering an exceptional customer experience that aligns with the mission, vision, and values of Broadway Bank.
- Conducting outbound or follow-up calls to ensure first-call resolution.
- Maintaining a comprehensive understanding of products and services offered.
- Processing a range of routine and complex transactions for customers, including transfers, loan payments, and account maintenance.
- Ensuring compliance with operational, technical, and regulatory standards while adhering to security protocols.
- Completing necessary documentation for account management and loan applications.
Additional responsibilities include:
- Meeting individual sales activity and production targets.
- Achieving Call Center Five Star Goals.
- Maintaining high call quality standards.
- Adhering to schedules using Calabrio Scheduling software.
- Obtaining certifications on bank products, services, and regulatory training requirements.
Qualifications:
- Minimum of 1 year of experience in a financial institution, customer contact, or call center environment.
- Proven sales skills and abilities.
- Strong verbal and written communication skills.
- Experience in technology and proficiency in keyboarding (35 wpm) and computer applications.
- Preferred experience with platform software, Microsoft Office Suite, ACD applications, and 10 Key.
We look forward to your contributions in providing excellent service to our customers.
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