Customer Service Representative
This position is responsible for handling a high volume of inbound and or outbound calls. Identify our customer’s needs, provide product/service information, and to resolve any questions and or concerns they may have. The candidate should be familiar with various banking concepts, products, services, and have the ability to perform various customer service tasks.
The candidate should have an outgoing, upbeat, and friendly demeanor. A positive work ethic and must work well in a team environment.
Must be flexible to work the following hours. shifts will change and must be able to work late nights and weekends!
Schedule/Hours- Monday thru Friday 7:45AM-9PM
- Saturdays and Sundays 7:45AM -5PM
- FT – 5 days a week, 40 hours a week with varying shifts (7:45AM-5, 9AM-6, 10AM-7, 12PM-9) + rotating weekend shifts.
- 90 Day Training Period in which your schedule will be Monday – Friday 7:45AM-5PM (Full Time only)
Primary Responsibilities:
Respond to a high volume of incoming telephone calls related to a variety of customer service requests and general banking inquiries. Quickly identify the customer’s needs, determine the best solution or provide an alternative recommendation, and communicate the proper resolution to the customer.The ideal candidate understands and strives to meet or exceed the Contact Center’s Key Performance Metrics on a daily, weekly and monthly basis. Promotes bank products and services by properly identifying the customer’s needs and providing appropriate offerings.
Performs various tasks to include refund requests, dispute handling, payoff quotes, address complaints, update account changes, process stop payments, submit credit card limit increase inquiries.
Provide basic trouble shooting support for online banking products and services such as password resets, mobile banking, and bill payments.
Support branch operations and act as a liaison between the branch and customer through engagement and ownership of the service request. Act as the “voice of the customer” by submitting feedback.
Builds sustainable relationships by displaying a friendly demeanor, superior customer service, empathy and the desire to help, while providing exceptional customer service. Performs other related duties and projects as assigned by management.Ability to work some holidays and weekends.
Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:
High School Diploma or GED
College a plus
Special Skills Required to Perform the Primary Responsibilities of this Position:
Excellent communication skills, both written and verbal
Excellent customer service skills Detail-oriented
Ability to work and multi-task in a fast-paced environment Ability to use general office equipment
Ability to use a personal computer and job-related software MS Word (intermediate level a plus)
MS Excel (intermediate level a plus)
MS Outlook (experience a plus)
Additional skills:
CRM experience a plus
Workday experience a plus
Relationship management software experience a plus
Customer facing experience a plus
Softphone/Mitel experience a plus