Customer Service Representative

3 weeks ago


Birmingham AL USA, United States America's First Full time
Job Summary

At America's First, we are seeking a skilled Call Center Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our members through various communication channels.

Key Responsibilities
  • Member Support: Assist members with their telephone requests, answer questions about products and services, and resolve problems within your authority.
  • Electronic Services: Assist members with all electronic services, including mobile banking, remote deposit capture, home banking, online accounts, and web loan payments.
  • Loan Applications: Take credit applications received by phone and forward them to a Loan Specialist for processing.
  • Cross-Selling: Identify cross-sell opportunities and recommend services to members.
  • Record Keeping: Maintain accurate records and prepare required reports.
  • Verification: Provide check and deposit verification for merchants.
Performance Metrics
  • Troubleshooting: Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
  • Knowledge and Compliance: Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
  • Member Satisfaction: Successfully resolve member issues with limited transfers.
  • Transaction Accuracy: Process member transactions with zero unresolved errors.
  • Product Recommendations: Successfully recommend a new product or service to qualified members.
  • Quality Loop Score: Contribute to an overall Call Center Quality Loop score of 6.7 or higher.
Requirements
  • Experience: One year to three years of similar or related experience.
  • Education: A high school education or GED.
  • Interpersonal Skills: Excellent interpersonal skills, with the ability to work with members and internal teams.
  • Other Skills: Good listening and telephone skills, able to operate a 10-key calculator and computer keyboard, and make decisions with minimum information.


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