Customer Engagement Specialist

2 weeks ago

Norman, Oklahoma, United States Penn Foster Inc Full time
Location: Remote opportunities available after initial training period.

Hours:
Flexibility required Monday through Friday from 7am to 8pm and Saturdays from 8am to 5pm.

Compensation is determined by various factors including the candidate's relevant knowledge, skills, qualifications, and experience.

The company provides a comprehensive benefits package, including health, life, financial, and wellness options.

Position Overview:

The Customer Engagement Specialist acts as the primary contact for clients, handling inquiries, providing information, and resolving issues.

Representatives are expected to interact with clients and maintain the company's high standards of service in a dynamic call center setting.

A personable and proactive Specialist will identify client needs, clarify details, research issues, and offer solutions while also exploring opportunities to promote banking products.

In this role, you should be organized, possess strong communication skills, and be adept at navigating multiple software systems while engaging with clients.

You should also be comfortable suggesting additional products and services that may benefit the client and initiating discussions about their advantages.

Post-training, you will work both independently and collaboratively to achieve personal and team objectives.

Key Responsibilities:

Deliver outstanding service to both internal and external clients by demonstrating genuine friendliness, answering calls promptly, and consistently showing courtesy, competence, and concern while addressing inquiries in a timely manner.

Handle client telephone inquiries using appropriate guidelines, account verification methods, and multiple banking systems to access account information, ensuring satisfactory resolution of requests or complaints.

Explain company policies and procedures with patience and professionalism.
Complete necessary documentation to meet client needs and collaborate with internal teams to ensure fulfillment.
Escalate complex inquiries to the appropriate department when required.

Maintain comprehensive knowledge of all products and services, actively cross-selling additional offerings by recognizing opportunities and educating clients about enhancements or new services.

Assist branch staff by processing requests that require call documentation.
Understand and adhere to company policies, laws, regulations, and compliance programs relevant to your duties.

This includes completing compliance training and following internal procedures; reporting any known violations of policies, laws, or regulations, and any suspicious activities.


Team Responsibilities:
Support and uphold the company's mission and values.
Adhere to the company's code of ethics and ensure confidentiality of information.
Maintain strong cooperation and rapport with colleagues to ensure efficient operations and service.
Propose new ideas and suggestions to enhance profitability and efficiency.
Promote professionalism at all times.

Qualifications:
To succeed in this role, candidates must be able to fulfill each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made for qualified individuals with disabilities.

Education and Experience:
High School Diploma or GED required.
1 year of customer service experience required.
Proven ability to navigate multiple software systems simultaneously required.
Experience in cross-selling, retail, or consumer sales preferred.
Call center experience preferred.
Banking experience preferred.

Skills and Abilities:
Must arrive on time, work on-site, and maintain regular attendance.
Ability to work collaboratively with colleagues of varying personalities and communication styles.
Provide courteous customer service regardless of client demeanor.
Ability to multitask effectively.
Capable of working in a high-pressure environment.
Willingness to rotate job tasks as needed.
Occasional overtime may be required.
Ability to manage multiple and changing priorities.
Effective verbal communication with all associates.
Proficient in operating telephones, scanners, copiers, and fax machines.
Ability to move between departments for meetings.
Proficient in using a personal computer for documentation and reporting.

Physical Requirements:


The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Reasonable accommodations may be made for qualified individuals with disabilities.

While performing the duties of this job, the associate is regularly required to stand, walk, sit, and communicate verbally.

The associate must occasionally reach with hands and arms; stoop, kneel, or crouch.
The associate may occasionally lift or move up to 25 pounds.
Specific vision abilities required include close, distance, and color vision with the ability to adjust focus.

Travel may be required occasionally within the US, including overnight travel.


Work Environment:


The work environment characteristics described here are representative of those an associate may encounter while performing the essential functions of this job.

Reasonable accommodations may be made for qualified individuals with disabilities.
The noise level in the work environment is typically moderate.

Compensation:
$20.05 per hour

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