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Customer Service Specialist

2 months ago

Riverside, United States Axelon Full time
Job Title: Call Center Consumer Banking
Job Location: Hybrid
Pay Rate: $19.06/hr

Job Overview: As a Customer Service Specialist, you will serve as the primary point of contact for our clients, ensuring exceptional service delivery. Your responsibilities will include addressing client inquiries, resolving issues, and facilitating seamless banking experiences through effective communication and problem-solving skills. You will also identify and promote appropriate banking products to enhance client satisfaction and support sales growth.

Key Responsibilities:
  1. Client Engagement: Respond to incoming client calls promptly, welcoming clients with a positive attitude and maintaining professionalism to create a positive first impression.
  2. Identity Confirmation: Confirm client identities by requesting and validating personal information against existing records to ensure confidentiality and compliance with regulations.
  3. Active Listening: Attentively listen to clients, allowing them to fully express their concerns, ask clarifying questions, and manage interactions with upset clients while demonstrating empathy to understand and resolve their issues.
  4. Communication Adaptation: Adjust your communication style, including speech rate, tone, and content, to meet the needs of each client and ensure clear and effective interactions.
  5. Policy and Product Guidance: Educate clients about banking policies, products, and services, including answering inquiries, explaining features, assisting with online banking, and providing support for general questions.
  6. Issue Investigation: Investigate client issues by reviewing account history, searching for relevant transactions, and consulting bank resources to accurately identify and address the root of the problem.
  7. Solution Assessment: Evaluate and propose solutions to client problems, including assessing possible actions, presenting solutions, and ensuring client acceptance and satisfaction.
  8. Problem Resolution: Execute various actions to resolve client issues, such as fee adjustments, card activations, check orders, information updates, stop payments, and overdraft protection applications.
  9. Documentation: Record details of client interactions, update client profiles, document satisfaction levels, set reminders for follow-ups, and input relevant notes to ensure comprehensive service and continuity in client relations.
  10. Specialist Referrals: Recognize when specialized assistance is needed (e.g., fraud department, supervisors) and refer clients to the appropriate specialist for efficient resolution.
  11. Technology Proficiency: Effectively operate phone and computer systems, access and utilize information, manage emails and calendars, and handle data entry and retrieval in banking systems to support accurate and timely client service.
  12. Multitasking: Manage multiple tasks simultaneously, including client interactions, issue resolution, rapport building, and identifying sales opportunities, to deliver high-quality service efficiently.
  13. Continuous Improvement: Stay informed about new information, including changes in rates, products, services, policies, and procedures, through training and on-the-job updates to maintain compliance and provide accurate client information.
  14. Product Promotion: Identify potential client needs by reviewing relationships and suggesting relevant products. Explain product benefits, refer to sales prompts, and determine the best opportunities to promote products to strengthen client relationships with the bank.
Qualifications:
  • Strong communication and interpersonal skills
  • Ability to handle multiple tasks and work in a fast-paced environment
  • Proficiency in using technology and banking systems
  • Problem-solving skills with a client-focused approach
  • Willingness to learn and adapt to changes in products and policies