Customer Service Representative II or I
4 weeks ago
The Customer Service Representative II or I will provide world-class client service by answering inbound and making outbound client calls timely, accurately, professionally, and courteously. The ideal candidate will maintain required performance standards in quality, occupancy, attendance, promptness, and identifying client needs. This role is open to US Remote workers and requires a high school diploma or equivalent, two years of experience as a Customer Service Representative I or equivalent, and strong interpersonal skills to fully identify the need and resolve issues while minimizing client effort.
Key Responsibilities
Deliver world-class client service by answering inbound and making outbound client calls timely, accurately, professionally, and courteously.
Maintain required performance standards in quality, occupancy, attendance, promptness, and identifying client needs.
Assist supervisors with front-line agent support to ensure one call resolution.
Ensure the security of client information and assist with minimizing premium finance losses by performing client verification on each call received.
Identify possible loan fraud and escalate for risk mitigation.
Work in a capacity to mentor and train other Customer Service Representatives.
Provide high-quality service through efficient and effective client service with an emphasis on low client effort.
Assess client needs and suggest products and services such as recurring ACH and use of AFCO's website to obtain information and make payments.
Qualifications
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High school diploma or equivalent.
Two years of experience as a Customer Service Representative I or equivalent with demonstrated high performance.
Strong interpersonal skills to fully identify the need and resolve issues while minimizing client effort.
Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems.
Good written communication skills to include accuracy and relevant client information.
Ability to work with confidential information in a professional manner.
Ability and willingness to work a flexible schedule/overtime, as needed.
Ability to adapt to change and work in a fast-paced environment.
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.
Benefits
Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist's generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist's defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.
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