Customer Service Center Intern
3 weeks ago
This intern position will be assigned to the Customer Service Center’s debit card services team and partner with the Flourish Program. Provides customer service via incoming telephone, web chat, and email concerning all areas of the applicable holding company markets, keeping in mind our legendary service standards. Answers questions, provides solutions to problems, cross sells additional bank products and make referrals. Provides support to other Customer Service Center employees and rotates into various positions and assignments as needed.
DUTIES, SCOPE, RESPONSIBLIITIES AUTHORITY:
Handles customer issues with the exception of working on special projects or researching customers’ requests. The contacts will include phone, email, or chat. Maintains a high level of competency handling research requests, answering questions about debit card activity, products and mailing the necessary information to customers, and cross selling additional products and services. Answers telephone calls as they come in. Effectively communicates and actively listens to customers to determine their needs. Answers questions and solves problems for the customer. Maintains department files and keeps an organized work area. Attends training sessions to increase knowledge about the market and the financial services industry. Keeps accurate CRM record of all customer contact. Completes special projects assigned. Decisions are set by bank policy or controlled by specific department and bank procedures. Has authority to make a decision benefiting the customer and that do not jeopardize the bank. Assignment, review, and approval of work may come in written or verbal form from the following sources: The Customer Service Center Director, Manager, or Supervisor. Has contact with every area of the market to gain information to help a customer solve a problem; seek help to answer questions concerning their department, or to refer a customer to an area for additional services. Occasionally requires assistance from other departments or from holding company operations. Attends special training or assist with projects in other departments of the holding company. Responsible for compliance with all banking regulations which are applicable to the job, including Bank Secrecy Act and information security initiatives.
Requirements
A college degree or high school education. Previous banking experience is not required but strongly recommended. Computer experience strongly recommended. Excellent oral and written communication skills are required. Previous sales experience and call center experience preferred but not required. Strong analytical and problem solving skills required. Average typing skills are required.
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