Customer Service Representative
3 weeks ago
We are seeking a highly skilled and customer-focused individual to join our Call Center team as a Call Center Representative. As a key member of our team, you will be responsible for providing exceptional service to our customers, resolving their inquiries and issues in a timely and professional manner.
Key Responsibilities:
- Assist customers with questions or issues regarding UniPay, UniBank eChannels, deposit and loan accounts via phone and/or written correspondence.
- Provide technical support and use various systems for tracking, information gathering, and troubleshooting.
- Exceed customer service and sales expectations in an inbound/outbound call center environment.
- Assist Retail branch staff through the "Branch Hotline" and provide support for eChannels, online resources, and expediting approval requests.
- Research and resolve complaints to ensure customer retention and satisfaction.
- Accurately complete online account transactions, such as hot card debit cards, telephone fund transfers, and travel notes.
- Maintain an understanding of UniBank products and services, procedures, policies, and regulatory issues related to deposit and transaction accounts.
- Stay current with new marketing campaigns and environmental impacts, and cross-sell consumer products and services.
- Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Meet Quality Assurance and cross-sell requirements and other key performance metrics with a strong attention to meeting daily service levels with accuracy.
Requirements:
- HS Diploma or equivalent required; College degree preferred.
- Knowledge of customer service practices and technology highly preferred.
- 1-3 years of experience in a call center environment.
- Previous banking industry experience required.
- Superior listening, verbal, and written communication skills.
- Ability to handle stressful situations appropriately.
- Bilingual a plus.
- Intermediate to advanced skills in Microsoft Office.
- Must be able to work without direct supervision, solve problems, perform under stressful conditions, and use the internet for research.
- Manage multiple priorities and adapt to change within a fast-paced business environment.
- Must have excellent oral, written, interpersonal, math, and computer skills.
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