Customer Support Specialist I/II/III

2 weeks ago


San Antonio, Texas, United States Broadway Bank Full time

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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