Customer Service Representative
4 days ago
The Customer Care Associate position is a customer service ambassador to external and internal customers of the Bank. This position provides and ensures professional decorum to internal and external customers at all times, while responding to calls, emails and chats presented in the Call Center.
Key Responsibilities- Answers incoming customer requests through telephone, chat and email and assists customers and staff with banking related questions. Responds professionally and treats customers and staff with respect at all times.
- Tracks case interactions through the Salesforce CRM platform.
- Understands and initiates use of video technology to assist customers face to face when needed; Maintains a thorough understanding of the Bank's products and services and presents alternate banking solutions to customers when appropriate.
- Effectively handles issues and complaints, makes appropriate decisions using Bank policy and procedures, and escalates issues to management when appropriate.
- Assists with department tasks, review of the mobile deposit queue, operating the ITM platform, survey responses, social media monitoring, research and maintenance requests as needed.
- Supports Online Banking customers via telephone and Live Chat, including the explanation of features and functionality, browser compatibility, troubleshooting, adding accounts and password resets.
- Provides debit card decline support and unblocks cards for travelers as requested.
- Assists customers with lost or stolen debit cards including placing the card in “Hot Card” status, reviewing recent transactions to identify fraudulent activity, initiating Reg E claims when necessary.
- Maintains knowledge of the Bank's security standards and reports incidents appropriately.
- Performs approved account maintenance in accordance with policy and procedure.
- May assist with conversion related and special projects as needed.
- May be required to assist with opening and closing of the branch, settlement and the processing of Teller transactions as needed.
- Excellent verbal and written communication skills and proficiency with video chat.
- Strong customer service skills.
- Ability to solve complex problems quickly and efficiently.
- Strong computer literacy (including Internet, PC and E-mail technology) and ability to navigate multiple programs simultaneously while speaking with a customer.
- Proficiency in Microsoft Word, Excel and Outlook.
- Knowledge of operating in a financial services environment and its policies and procedures.
- Working knowledge of bank products and services or ability to be trained and quickly learn.
- Availability to work extended hours and weekends.
- High school diploma or equivalent.
- Minimum one year experience in customer service / call center environment.
- Experience preferred working with: CCaas Solutions (Nice, Five9, Talkdesk, Genesys, etc.) Cloud-based CRM (Salesforce, MS Dynamics, etc.)
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