Bank Customer Service Representative

1 day ago

Dallas, Texas, United States ValorVIP Full time
Job Title: Bank Customer Service Agent

Job Summary:

We are seeking a highly motivated and customer-focused Bank Customer Service Agent to join our team. As a Bank Customer Service Agent, you will be responsible for providing exceptional customer service to our bank clients, resolving their issues, and ensuring a positive experience.

Key Responsibilities:

  • Handle inbound customer calls, emails, and live chats in a courteous and professional manner.
  • Listen to customers, understand their needs, and resolve their issues in a timely and effective manner.
  • Escalate complex issues to the appropriate staff and management for resolution.
  • Ensure first call resolution through effective problem-solving and call handling.
  • Follow client processes and procedures to ensure accurate and efficient service delivery.
  • Utilize knowledge base and training to accurately answer customer questions.
  • Create and maintain customer CRM records with accurate call details.
  • Accurately document call resolution in appropriate systems.
  • Comply with requirements surrounding confidential information and personal information.
  • Follow all required scripts, policies, and procedures.
  • Adhere to all attendance and work schedule requirements, including all scheduled training.

Requirements:

  • Must be 18 years of age.
  • High School Diploma or Equivalent.
  • Minimum of three (3) years in a call center environment.
  • Minimum of one (1) year of experience in a customer service role.
  • The ability to multi-task using multiple screens and systems while talking on the phone with customers.
  • The ability to type swiftly and accurately 30-45 words per minute.
  • The ability to read and speak English fluently.
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications, including corporate intranet.
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, including Sharepoint).
  • Excellent organizational, written, and oral communication skills.
  • The ability to multi-task across multiple systems and screens while speaking to customers.
  • Must be customer service-oriented (empathetic, responsive, patient, and conscientious).
  • Strong team orientation and customer focus with a positive attitude.
  • Highly reliable with the ability to maintain regular attendance and punctuality.
  • Aptitude for issue identification and problem-solving.
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
  • An aptitude for conflict resolution and problem-solving.
  • The ability to demonstrate good judgment when making decisions surrounding account inquiries, resolution paths, and call handling.
  • Excellent interpersonal skills and the ability to build relationships with your team and customers.

Preferred Qualifications:

  • Associates Degree or higher.
  • Relevant experience in banking or financial services.
  • Experience with data-entry utilizing a computer - proven professional writing and communication abilities to support the customer.
  • Bilingual Spanish - Extremely Beneficial.

Compensation and Benefits:

We offer competitive compensation and benefits, including standard starting compensation commensurate with experience, regular reviews and raises based on tenure and performance, paid time off, paid holidays, paid training opportunities, and a range of incentives and prizes.

Work Schedule:

We offer a wide range of scheduling options for qualified candidates, including multiple shifts and weekly work variations. Please ask a Talent Acquisition Specialist about the different types of creative scheduling options available at your location.

Physical Requirements:

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Conditions of Employment:

  • Must be authorized to work in the country where the job is based.
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
  • Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COVID-19 Response:

We have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe. Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

Equal Opportunity Employer:

At ValorVIP, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at ValorVIP are based solely on a person's merit and qualifications. ValorVIP maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling ValorVIP's commitment to a diverse and equal-opportunity work environment.

Reasonable Accommodation:

Consistent with the Americans with Disabilities Act (ADA), it is the policy of ValorVIP and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

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