Customer Support Specialist

2 weeks ago

Lawton, Oklahoma, United States City National Bank & Trust Full time
Job Overview

Company: City National Bank & Trust

Position: Customer Service Representative

Department: Call Center

Role Summary: The Customer Service Representative in the Call Center is responsible for delivering outstanding service while acting as a bridge between clients and various departments within City National Bank & Trust. This role involves managing incoming inquiries and providing effective solutions to customer concerns.

Key Responsibilities:

  • Meet and exceed established performance metrics for the Call Center.
  • Complete comprehensive training on professional communication, telephone etiquette, and operational software, achieving a minimum passing score of 80% on the subsequent assessment.
  • Deliver exceptional service to address and resolve customer inquiries in a timely manner using strong communication skills.
  • Maintain composure and efficiency during peak call volumes or when handling escalated issues.
  • Adhere to all banking regulations, policies, and departmental procedures.

Required Qualifications:

  • Proven ability to learn new technologies and familiarity with MS Office applications.
  • Strong problem-solving and conflict resolution capabilities.
  • Flexibility in scheduling to accommodate business needs during operational hours.
  • Ability to effectively manage multiple tasks while balancing customer and business priorities.
  • Excellent interpersonal skills with the capacity to work independently and collaboratively in a team setting.
  • Demonstrated work ethic with a commitment to achieving performance goals.
  • Professional demeanor and adaptability to changing circumstances.
  • Positive attitude and a willingness to assist colleagues and customers alike.

Education and Experience:

  • High school diploma or equivalent is required.
  • Prior experience in a customer service role or completion of one year of college or military training.
  • Experience handling inbound calls in a call center environment is preferred.
  • Proficiency in office skills and working knowledge of MS Office.
  • Sales experience is advantageous.
  • Bilingual candidates are encouraged to apply.

Physical Requirements: The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

  • Frequent use of computer screens.
  • Ability to operate a computer keyboard and perform tasks requiring manual dexterity.
  • Capacity to sit for extended periods.
  • Prolonged typing and repetitive motion.
  • Close vision and the ability to adjust focus.

Additional Information: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change at any time with or without notice.

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