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Virtual Customer Support Specialist
2 months ago
International Bank of Commerce is dedicated to fostering a culture of innovation and excellence. Our commitment to the growth of our employees, customers, and communities is reflected in our 'We Do More' philosophy. We seek talented and dedicated individuals to join our team across various business segments, focusing on delivering exceptional customer experiences.
Position Overview:
The role of a Digital Client Assistance Representative involves guiding online users through our banking platform. This includes troubleshooting issues, educating users about available services, and addressing inquiries related to banking operations. Additionally, representatives are tasked with identifying unusual activities and processing requests efficiently. The position emphasizes maintaining confidentiality and achieving productivity and service quality goals.
Key Responsibilities:
- Provide comprehensive support for online banking inquiries.
- Utilize bank resources to resolve customer issues effectively.
- Strive for one-call resolution for customer inquiries.
- Identify opportunities to recommend additional services.
- Analyze and address suspicious activities to safeguard customer accounts.
- Ensure all customer requests are documented and processed appropriately.
- Maintain strict confidentiality of sensitive bank information.
- Meet established quality and performance benchmarks.
- Employ technical skills to troubleshoot online banking issues.
- Handle online disputes as necessary.
- Participate in on-the-job training as required.
- Perform other duties as assigned.
- Strong oral and written communication abilities.
- Critical thinking and problem-solving skills.
- Empathy and adaptability in customer interactions.
- Excellent customer service relationship skills.
- Flexibility in work scheduling.
- Familiarity with mobile operating systems such as Android and iOS.
- Proficiency in using various internet browsers and search engines.
- Willingness to engage in a fully phone-based customer interaction environment.
- Bilingual proficiency in English and Spanish is preferred.
- High School diploma or GED.
- Minimum of one year experience in a customer service or technical support role, preferably in a phone-based setting.
