Contact Center Representative, Consolidated Deposit Operations

3 days ago

Federal Way, Washington, United States HomeStreet Full time
Job Summary

The Contact Center Representative (Agent) is responsible for assisting customers with account research, problem solving, online banking access, and debit card disputes. The Agent ensures timely and accurate resolution, which may require collaboration with other departments. The Agent communicates the status of the request with the customer if the issue is not resolved at first point of contact.

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.
  • Look for opportunities to introduce products and services that match customers' needs.
Requirements
  • High school diploma (or equivalent) required.
  • 6 months customer service experience.
  • Exceptional verbal and written communication skills, customer service skills, and the ability to analyze, organize, and present information.
  • Strong interpersonal skills to fully identify the need and resolve while minimizing client effort.
  • Ability to work both independently and as part of a team.
  • Basic computer navigation and keyboarding skills, including the ability to multi-task and navigate between multiple systems.
  • Unquestionable integrity and demonstrated ability to maintain confidentiality in handling sensitive and private information in all aspects of the job.
  • Excellent organizational skills, attention to detail, and ability to prioritize and follow-up in a timely manner.
  • Ability and willingness to work a flexible schedule/overtime, as needed.
  • Ability to adapt to change and work in a fast-paced environment.
  • Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.

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