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Customer Service Representative

2 months ago

Seattle, Washington, United States HomeStreet Full time
Job Summary

We are seeking a highly skilled and customer-focused Contact Center Representative to join our team at HomeStreet. As a key member of our Contact Center, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Respond to customer inquiries via telephone, email, web chat, or digital channels on banking products, services, and rates while providing friendly, accurate, and speedy service.
  • Resolve customer issues timely and thoroughly, seeking to exceed customer expectation on every interaction.
  • Minimize customer transfers and hold times.
  • Prepare and process requests for withdrawals, transfers, duplicate statements, stop payments, service charge refunds, change of address, deposit research, debit card orders, cancel and reactivation of debit cards, and other transaction requests.
  • Act in a mentor capacity for newly hired representatives.
  • Maintain required performance standards in quality, occupancy, attendance, and adherence.
  • Ensure the security of customer information and assist with minimizing bank losses by performing customer verification on each interaction.
  • Accurately track the call reason for training, forecasting, and trending purposes.
  • Manage and utilize time efficiently to ensure service quality, customer satisfaction, and the achievement of key performance indicator goals for the Contact Center.
Requirements

To be successful in this role, you will need to have excellent customer service skills, be proficient with technology systems used to enroll and support customers with online banking, bill pay, mobile banking, debit cards, and the VRU, and have the ability to work in a fast-paced environment.

What We Offer

As a Contact Center Representative at HomeStreet, you will have the opportunity to work with a dynamic team, develop your skills and knowledge, and contribute to the success of our organization. We offer a competitive salary, comprehensive benefits package, and opportunities for career growth and development.