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Customer Service Representative

2 months ago

California, United States State Bank of India (California) Full time

Company Overview:

State Bank of India (California) provides a comprehensive compensation package that is competitive and based on individual experience. Our benefits include:

  • Fully Company-funded Medical, Dental, and Vision Insurance for employees and their families
  • 401K Retirement Plan with employer contributions
  • Completely Company-covered Life Insurance
  • Generous Paid Time Off and Sick Leave with Rollover Options
  • Tuition Assistance Program
  • Flexible Spending Accounts
  • 11 Paid Holidays annually
  • AFLAC Insurance Options
  • Pet Insurance Coverage
  • A supportive business casual work environment
  • Complimentary Employee Parking
  • Free Onsite Gym Membership

Position Summary:

The role involves executing a range of customer service and sales tasks within the Virtual Branch and Contact Center, utilizing various digital platforms (Live Chat, Video Banking, Audio, etc.). The primary focus is to deliver outstanding customer service virtually while supporting the Bank's Virtual Branch and Contact Center operations. Responsibilities include addressing customer inquiries regarding both business and consumer products and services, assisting with digital account setups, promoting and cross-selling Bank offerings, and conducting research to resolve customer issues in line with Bank policies and regulations. Additionally, the position entails making outbound marketing calls to enhance customer engagement and promote products and services. The specialist will contribute to departmental goals through direct customer interactions, ensuring adherence to quality standards while performing administrative duties.

Key Responsibilities:

  • Deliver exceptional internal and external customer service while maintaining operational quality in alignment with established SBIC standards.
  • Follow the Bank's domestic operating policies, procedures, and new program implementations.
  • Engage with customers primarily through digital channels (Live Chat, Video, or Audio) to assist both business and consumer clients with online account openings, mobile and online banking, and debit card inquiries.
  • Maintain high professional standards in work processes and outcomes; ensure tasks are completed with attention to detail, precision, and clarity.
  • Investigate customer inquiries and ensure satisfactory resolutions; address technical and operational issues related to account opening and customer service transactions.
  • Keep records and logs for follow-up calls and lead generation as necessary.
  • Schedule and conduct customer appointments for assistance with new and existing accounts.

Qualifications:

  • High School Diploma or GED equivalent
  • Minimum of 2 years of experience in banking, preferably in a Contact or Call Center environment
  • Familiarity with FIS core banking applications and subsystems
  • Strong verbal and written communication skills
  • Excellent customer service abilities and capability to work independently as well as collaboratively in teams
  • Highly organized and self-motivated to meet deadlines
  • Proficiency in Hindi is a plus for customer interactions

We are committed to providing equal employment opportunities. All applicants will be considered for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, gender expression, genetic information, military or Veteran status, or any other characteristic protected by law.