Customer Service Rep Needed
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POST DATE 9/12/2016
END DATE 10/30/2016
? Experience working in a call center is highly preferred
? Sales experience/Telesales is a plus
? Customer Service experience is required
? Experience using MS Office and Outlook required
Entry level role. Basic skills with moderate level of proficiency. Works on assignments that are routine in nature and which follow accepted practice. Normally follows established procedures on assignments, and requires general instructions for most assignments. Works under close supervision with little latitude for independent judgment. Consults with senior peers on non-complex projects to learn through experience. Typically requires up to two years of experience in a customer-service or data-entry related position in a service industry. One or more years of banking experience is preferred.
Provides administrative processes support for routine ?back office? tasks such as client support processing, researching customer deposit and loan-related questions/problems, and performing miscellaneous customer and account maintenance as defined by client specific procedures. Routine decision-making is tightly defined, with greater latitude at higher job levels, all the while focused on efficient processing of high-volume transaction-oriented assignments.
GENERAL DUTIES & RESPONSIBILITIES:
? Performs tasks to ensure compliance with work group and client-specific procedures to further guarantee adherence to service level agreements.
? Performs customer and account maintenance per reports, client workflow solution, postal mail, or by direct instruction from immediate supervisor.
? Directs all work requests from sources outside the department to immediate supervisor for consideration and approval.
? Answers incoming telephone calls and direct calls to appropriate resource for resolution. Escalates unresolved issues according to the work group?s escalation guidelines.
? Works with appropriate system and vendor reports to ensure timely and accurate processing of all regulatory and non-regulatory issues.
? Assists in tracking, compiling, and completing reports as assigned.
? Makes recommendations to the department supervisor on any matter affecting productivity, efficiency, service or problem resolution.
? May mentor and guide more junior Account Services Specialists and/or proactively assist in production issues and questions.
? Maintains up-to-date procedure manuals and writes drafts for changes to procedures.
? May research and resolve internal and external customer-submitted and client-submitted account questions or problems outside normal daily procedures.
? Performs other related duties as assigned.
A high school diploma or GED is required for this role.
GENERAL KNOWLEDGE, SKILLS & ABILITIES:
? Knowledge of banking principles, operations and processes
? Strong PC skills with basic knowledge of Microsoft Office applications
? Detail-oriented and customer-driven, focusing on providing the highest quality products and services to internal and external clients
? Excellent data entry skill
? Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
? Excellent verbal and written communication skills
? Effective analytical, problem-solving, team, and time management skills
? Ability to work independently on problem tickets within the client problem ticket solution
? Ability to maintain confidentiality We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.
-Must have Call Center Experience
-2+ years experience
-High school diploma required
-Bachelors degree preferred