Customer Service Representative

2 weeks ago

Rockville, Maryland, United States Randstad Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team in a Financial Services role. As a key member of our corporate banking team, you will be responsible for providing exceptional customer service to our business and corporate banking customers.

Key Responsibilities
  1. Customer Service (70%):
  • Handle all business call types, including business banking and limited branch support, upon completion of additional call type training.
  • Use problem-solving skills and Flagstar procedures to identify and communicate accurate solutions to customers.
  • Perform and explain interest and product-related calculations.
  • Escalate issues to management and/or second levels appropriately.
  • Document case details thoroughly and accurately.
  • Capture complaint and Voice of the Customer feedback.
  • Document customer account maintenance requests for management and second level department review.
  • Meet and exceed customer satisfaction expectations.
  1. Sales (10%):
  • Provide information about basic products and services to generate additional revenue and increase Flagstar's value proposition.
  • Guide customers through and/or complete application processes for advanced products.
  • Create sales referrals that include detailed prospect and product information.
  • Answer questions and overcome customer objections to close sales opportunities.
  1. Operations/Training (20%):
  • Maintain familiarity with systems and applications to research inquiries.
  • Stay up-to-date with policies and procedures to communicate accurate information.
  • Complete required soft skills and additional call type training classes.
  • Finish all required eLearning classes.
  • Participate in second-level rotations to develop knowledge of sales processes and operations.
  • Actively participate in monthly performance meetings and meet or exceed all performance metrics.
  • Recognize and communicate the need for potential additions and/or modifications to current policies and procedures.
  • Provide leadership through side-by-side coaching of new hires and existing agents on calls.
  • Perform additional responsibilities as assigned by management.
Requirements
  • HS Diploma, GED or Foreign Equivalent required
  • 1+ year experience in the banking industry
  • 2+ years customer service experience
  • Business & Corporate experience
  • Excellent verbal and written communication skills, as well as good listening skills
  • Good telephone technique with well-developed customer service skills
  • Exceptional analytical and problem-solving skills with the ability to think quickly under pressure
  • Demonstrated ability to look for ways to improve and promote quality
  • Ability and willingness to work in a team environment
  • Proficiency in MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs
  • Ability and willingness to work varying shifts including evenings and weekends
Preferred Qualifications
  • Prior knowledge of call center operations preferred
  • Sales experience preferred
  • Previous experience with Salesforce preferred
Job Competencies
  • Excellent verbal and written communication skills, as well as good listening skills
  • Good telephone technique with well-developed customer service skills
  • Exceptional analytical and problem-solving skills with the ability to think quickly under pressure
  • Demonstrated ability to look for ways to improve and promote quality
  • Ability and willingness to work in a team environment
  • Proficiency in MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs
  • Ability and willingness to work varying shifts including evenings and weekends

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