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Virtual Customer Support Specialist
2 months ago
International Bank of Commerce is committed to fostering a culture of excellence through innovation and proactive engagement. Our philosophy emphasizes the importance of growth and success for our employees, clients, and communities.
Position Overview:
The role of the Online Customer Service Representative involves assisting users with the Online Banking platform. This includes troubleshooting issues, providing education on available services, and addressing various banking inquiries. The representative will also identify any suspicious activities and ensure the confidentiality of sensitive information.
Key Responsibilities:
- Deliver exceptional service and support for online inquiries.
- Utilize bank resources to address customer questions effectively.
- Strive for one-call resolution for customer interactions.
- Promote additional services as appropriate.
- Analyze and respond to suspicious activities to safeguard customers and the bank.
- Review customer requests and ensure proper documentation is submitted.
- Maintain the confidentiality of bank records and documents.
- Meet established quality and performance metrics.
- Employ technical skills to resolve online issues.
- Process online disputes as necessary.
- Participate in on-the-job training as assigned.
- Perform other duties as required.
- 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 mobile operating systems, including Android and iOS.
- Proficiency in various internet browsers and search engines.
- Willingness to engage in a fully phone-based customer interaction environment.
- Bilingual proficiency in English and Spanish is preferred.
- High School diploma or GED.
- Minimum of one year experience in a customer service or technical support role, preferably via phone.
