Customer Service Representative

5 days ago

Ashland, Ohio, United States Sonabank Full time
Job Summary:

This role is responsible for delivering exceptional customer service by phone, chat, and written communication to all bank customers. The ideal candidate will possess excellent interpersonal skills, a strong understanding of the banking environment, and the ability to work independently with minimal supervision.

Key Responsibilities:

• Provide quality service to customers through various communication channels, including phone, chat, and written requests.
• Manage customer concerns through a tone touch resolution, ensuring a positive experience for all customers.
• Field inbound customer chats in both authenticated and unauthenticated environments, answering questions and resolving issues efficiently.
• Process requests and notify customers of approval or denial via telephone or other e-service communication channels.
• Follow up with customers relating to specific campaigns or direct mail marketing activities.
• Perform quality control reporting and tracking to monitor service levels and customer trends.
• Assist with online account opening applications, providing information to applicants on status and next steps in the process.
• Support corporate communications inbound service calls and create, analyze, and provide management performance and statistical reports for trending customer data.

Requirements:

• High School diploma required; Associates degree or a minimum of two years of college preferred.
• Minimum of one year call center experience preferred.
• Minimum of two years operational experience in a financial services industry or equivalent work experience with a working knowledge of e-services (online banking, mobile banking, ATM processing, and other electronic payment channels) preferred.

Preferred Skills:

• Ability to work independently with minimal supervision.
• Superior interpersonal skills, with the ability to effectively communicate with management, bank employees, bank clients, and outside vendors.
• Knowledge of the banking environment, computer hardware, software applications, networks, and operating systems.
• Ability to make sound recommendations to management.
• Excellent organizational and time management skills.
• Excellent computer skills in current computer technology.
• Bilingual ability preferred.
• Ability to effectively multi-task, work under pressure, and to meet tight deadlines.
• Excellent written and oral communication skills.
• Excellent computer skills relevant to Microsoft Office Suites (i.e. Word, Excel, Outlook).

Work Environment:

This role is based in an office environment, with a focus on providing exceptional customer service to bank customers. The ideal candidate will be able to work a combination of early morning, late night, and weekend shifts, with a rotating schedule subject to change. Flexibility and dependability are essential for this role.

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