Job Description: Accountable for the successful resolution of all customer requests while providing an exceptional customer service experience to every internal and external client. This is an inbound contact center role that requires sitting and taking calls for the entire shift, with structured breaks. Will handle more complex or escalated inquiries by providing differentiated client treatment, seamless delivery of service, and/or fulfillment requests. Will analyze complex scenarios by listening, assessing, and applying critical thinking to accurately identify client needs. Speed to competency is expected. May be required to provide professional written responses using proper spelling and grammar. Will be required to master multiple bank products and possess the ability to retain and deepen client relationships. Will be required to solve complex problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other internal support groups to fulfill the customer request. Must be able to navigate multiple complex systems across different departments and lines of businesses within the bank to fulfill a clients request. Must act as a leader amongst peers and be able to influence as well as coach effectively to help in the overall success of the team. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments system and financial controls. Will be required to meet and/or exceed minimum performance standards and will be measured with incentive opportunities across multiple operational thresholds. Will be required to quickly read frequent updates and learning materials, often while on the call, and must be able to implement immediately into calls with accuracy. Must have the ability to work independently and coach less experienced associates. Minimum 3 years of contact center or equivalent customer service experience. Required skills: * Ability to work within the operating hours and days for this position as outlined in the posted job requisition. * Ability to work the required days and hours as listed in the job requisition without any absences or vacation time in order to attend mandatory training. * 1+ years of experience working with customers. * 1+ years of experience handling difficult situations with customers. * Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications * Comfortable receiving ongoing performance feedback and coaching. * Ability to engage with customers, begin a conversation, build rapport, and handle objections. * Comfortable receiving ongoing performance feedback and coaching. * Comfortable with ongoing change and learning new technology/processes. * Ability to analyze and resolve customer inquiries. * Ability to provide a positive customer experience through creative solutions. * At least an intermediate ability in computer skills. Ability to navigate multiple computer systems while interacting with the customer. * Must have great customer service and able to multitask * Ability to ( speak, write and read ) fluent in English & Spanish Desired skills: * Ability to work weekends, either rotating or set days as outlined in the job requisition. * Ability to work evenings, either rotating or set days as outlined in the job requisition. * 1-2 years of experience in the Banking/Financial industry. * 1-3 years of experience working in a call center. * 1-3 years of experience working in customer relations. * 1-3 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detailed written procedures.
Associated topics: answer, associate, coordinator, customer care, customer care representative, customer service, customer service associate, product support, telephone service representative, tsr