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Customer Service Representative
4 weeks ago
The Customer Service Representative plays a vital role in providing exceptional service to customers through various communication channels. This includes phone, email, and chat interactions, where the representative is expected to be highly proficient in processing transactions, resolving problems, and understanding and explaining Bank products and services.
Key Responsibilities- Effectively communicate and assist customers in a professional manner, identifying their needs and providing information and solutions.
- Perform a variety of transactions for customers, including teller transactions and processing of checking and savings account withdrawals.
- Identify and support the service needs of customers in a fast-paced environment, requiring accuracy, multi-tasking, and effective listening and communication skills.
- Build a positive rapport with customers, maintaining a professional attitude and a positive manner.
- Navigate multiple computer applications while interacting with customers.
- Understand which products and services will work best to meet customer needs.
- Interact with customers via phone, chat sessions, and online banking.
- Respond to customer voice mail and email messages.
- Process account transactions, research requests, and account maintenance requests.
- Demonstrate an understanding of multiple ways customers bank using online and mobile technology and branch offices.
- Identify and assist with the migration of customer transactions to alternative delivery channels.
- Identify and report fraud or suspected fraud occurrences.
- Provide online banking assistance with password resets, secure access codes, bill pay, and stop payment requests.
- Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions, and new card orders.
- Assist with loan applications and address basic and complex loan inquiries.
- Meet expectations for all call center-related statistics, including calls handled, not ready time, and wrap-up codes.
- Complete all training requirements on time.
- Identify process improvement ideas with the management team.
- Protect customer information by following department security guidelines and procedures.
- Comply with all applicable regulatory and department practices and procedures.
- Represent the Bank through active participation in community and industry organizations and events and promote the business interest of the Bank.
- High School Diploma is required.
- Some College.
- 1-3 years experience in customer service, preferably in banking, financial services, and/or inbound call center experience.
- Must possess at least intermediate technology, fluency in Windows Operating Systems, and Microsoft Office tools.
- Strong computer skills, including familiarity with multiple browsers, multiple tabs, and multiple window navigation.
- Must be self-motivated and work well in a team environment, requiring a high energy level and strong sense of urgency, excellent communication, customer service, telephone etiquette, and grammar.
- Must be able to respond to high-volume telephone inquiries, work extended hours, and weekends.
- Must be able to sit for extended periods of time.
- Bilingual candidates are highly encouraged to apply.
- Must be flexible and able to work other shifts, as needed, to provide coverage to the Information Center.
