Customer Support Specialist I/II/III
2 weeks ago
Position: Customer Service Center Representative I/II/III | Division: Customer Service Center
As a Customer Service Center Representative, you will be responsible for handling incoming calls and effectively engaging with both current and potential customers to identify their financial needs.
Your role will involve:
- Demonstrating proficiency in acquiring, expanding, and retaining customer relationships while directing clients to the relevant business partners.
- Participating in various call center campaigns and initiatives.
- Delivering an exceptional customer experience that aligns with the core values and mission of Broadway Bank.
- Conducting outbound or follow-up calls to customers, striving for first-call resolution.
- Maintaining a comprehensive understanding of products and services offered.
- Processing a range of routine and complex transactions for customers, including transfers, loan payments, account inquiries, and reconciliations.
- Ensuring compliance with operational, technical, and regulatory standards in all customer transactions.
- Completing necessary documentation for account management and loan applications.
- Performing additional responsibilities as assigned.
Key Performance Metrics:
- 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:
- Minimum of 1 year experience in a financial institution, customer contact, or call center environment.
- Proven sales skills and abilities.
- Strong verbal and written communication skills.
- Experience in a call center setting.
- Background in financial services.
- Soft sales experience is preferred.
- Familiarity with technology and keyboarding skills (35 wpm accurately).
- Proficiency in Microsoft Office Suite, ACD Applications, and 10 Key is preferred.
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