Serves as bank's first line of response for a high volume of inbound calls with varying degree of complexity. This role includes the following:
Must maintain a detailed knowledge base of bank's basic products, services, policies, procedures, maintenance and regulatory requirements. Is able to handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer.
Actively listens to determine full extent of customer's needs while appropriately applying different approaches to affect desired outcome.
Ensures effective customer communication by utilizing superior verbal and written skills.
Must be able to handle basic customer complaints and problems with minimal assistance. Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
Responsible for achieving entry level sales and service standards as set forth by senior management.
Education and Experience:
Associate's Degree or related knowledge/skills base gained through experience preferred.
Customer Service background preferred.
Call Center experience preferred
Service and sales background a plus
PC and data entry skills required
Proven previous job stability a must
Excellent written communication skills
Excellent verbal and listening skills including good grammar, tone of voice and diction
Ability to work effectively with others in a diverse population
Punctuality and consistent work attendance is required
Bilingual a plus
Must be flexible and adaptable about work schedules, which may include weekends
Must have the ability to use a headset and sit for long periods of time
Must be able to work in a fast paced, high volume work environment
Moderate to high noise level
Previous success hiring people with similar job titles to these:
Customer Service Representative
Call Center Representative
Inbound Call Representative
Retail Service Associate
Incentive Pay based on performance goals
Remote work flexibility after a desired length of tenure and good performance