Virtual Customer Support Specialist

2 weeks ago


San Antonio, Texas, United States International Bank of Commerce Full time
Company Overview:
International Bank of Commerce is committed to fostering an innovative and proactive environment. Our philosophy, "We Do More," emphasizes our dedication to the growth and success of our employees, clients, and communities. We are in search of talented, creative, and dedicated individuals to contribute to our mission of excellence.

Position Type:
Full-time

Department:
Call Center Operations

Role Summary:
The Digital Client Service Agent plays a crucial role in assisting online users with the banking application. This position involves troubleshooting issues, educating clients about available services, and addressing various banking inquiries. Additionally, the agent will identify any suspicious activities and ensure the confidentiality of sensitive information. Agents are also tasked with promoting new or additional services and are expected to meet productivity and service quality standards.

Key Responsibilities:
  • Deliver exceptional service and support for online banking inquiries.
  • Utilize bank resources to effectively process customer requests.
  • Strive for one-call resolution on customer interactions.
  • Identify opportunities to recommend new or additional services.
  • Investigate and analyze suspicious activities to safeguard clients and the bank.
  • Review customer requests and submit necessary documentation for fulfillment.
  • Maintain strict confidentiality of all bank records and documents.
  • Achieve established quality and performance benchmarks.
  • Employ technical skills to resolve online issues.
  • Handle online disputes as required.
  • Participate in on-the-job training as assigned.
  • Perform other duties as necessary.
Required Skills:
  • 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 schedule.
  • Familiarity with various mobile operating systems, including Android and iOS.
  • Proficiency in using different search engines and internet browsers.
  • Willingness to work in a fully phone-based customer interaction environment.
  • Bilingual in English and Spanish is preferred.
Educational Requirements:
  • High School diploma or GED.
  • Minimum of 1 year experience in a customer service or technical help desk environment, preferably via phone.


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