Customer Engagement Specialist

1 week 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 influenced by various factors including the candidate's relevant experience, skills, and qualifications.

Penn Foster Inc. provides a comprehensive benefits package, including health, life, financial, and wellness benefits.

Position Overview:

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

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

A personable and proactive Representative will identify client needs, clarify details, investigate issues, and offer solutions while actively promoting banking products when appropriate.

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

You should also be comfortable identifying additional products and services that may benefit the client and initiating discussions about these offerings.

After completing paid training, you will work both independently and collaboratively to achieve personal and team objectives.

Key Responsibilities:

Deliver outstanding customer service by demonstrating genuine friendliness, answering calls promptly, and consistently showing courtesy and concern while addressing inquiries in a timely manner.

Respond to client inquiries by utilizing proper telephone etiquette, verifying accounts, and accessing customer information through various banking systems to ensure satisfactory resolution of requests or complaints.

Explain banking policies and procedures with patience and clarity.
Complete necessary documentation to meet client needs and collaborate with internal teams to ensure customer satisfaction.
Escalate complex inquiries to the appropriate department when necessary.

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

Assist branch staff by processing customer requests when call recording is required.
Adhere to banking policies, regulations, and compliance programs relevant to your role.

This includes completing compliance training and following internal procedures; reporting any known violations of policies 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 a cooperative and positive relationship with all team members to ensure efficient operations and service.
Propose and communicate new ideas that enhance profitability and efficiency across the organization.
Exhibit professionalism at all times.

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

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

Skills and Abilities:
Must be punctual, able to work on-site, and maintain regular attendance.
Must work collaboratively with colleagues of diverse personalities and communication styles.
Must provide courteous customer service regardless of client demeanor.
Must manage multiple tasks simultaneously.
Must thrive in a fast-paced environment.
Must be adaptable to changing job responsibilities.
Must be willing to occasionally work overtime.
Must effectively prioritize multiple tasks.
Must communicate verbally with all associates.
Must operate standard office equipment.
Must be able to travel occasionally for meetings.
Must proficiently use 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 effectively.

The associate may 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 by this job include close, distance, and color vision and the ability to adjust focus.

The incumbent must be able to travel 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 usually moderate.

Compensation:
$20.05 per hour

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