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Customer Care Associate I/II/III

2 months ago

San Antonio, Texas, United States Broadway Bank Full time

Position: Customer Service Center Representative I/II/III | Division: Customer Service Center

As a vital member of our team, you will handle incoming inquiries by effectively engaging with both current and potential clients to identify their financial requirements.

Your role will involve demonstrating proficiency in acquiring, nurturing, and retaining clientele while directing them to the suitable business partner.

Engagement in call center initiatives and campaigns is expected.

Delivering an exceptional customer experience that aligns with the mission, vision, and values of Broadway Bank is paramount.

You will conduct outbound calls or follow-ups with existing and prospective clients, striving for a resolution on the first interaction.

Maintaining a comprehensive understanding of our products and programs is essential.

Your responsibilities will include processing a range of routine and complex transactions for call center clients, such as transfers, loan payments, account inquiries, maintenance, and reconciliation. You will also be tasked with disclosing fund availability based on pending transactions, investigating potential fraudulent activities, retrieving and reviewing legal documents, and ensuring account retention, all in a timely manner.

It is crucial to ensure that all customer transactions comply with operational, technical, and regulatory standards, and that security protocols are consistently upheld.

You will be responsible for completing necessary documentation to maintain both open and closed deposit accounts and process loan applications.

Additional duties may be assigned as needed.

Performance Expectations:

  • Individual Sales Activity and Production Goals
  • Call Center Five Star Goals
  • Call Quality Standards
  • Adherence to Schedule using Calabrio Scheduling software
  • Certification on Bank Products and Services
  • Certification on Regulatory Training Requirements

Qualifications:

  • 1 year of experience in a financial institution, customer contact, or call center environment.
  • Proven selling skills and capabilities.
  • Strong verbal and written communication skills.
  • 1 year of call center experience.
  • 1 year of experience in financial services.
  • 1 year of experience in soft sales.
  • 1 year of technology experience.
  • Ability to type 35 words per minute accurately and demonstrate computer proficiency.
  • Preferred: Familiarity with Platform Software, Microsoft Office Suite, ACD Applications, and 10 Key.