Perform accurate and efficient front line contact center functions for bank customers. This includes opening new accounts, and responding to customer inquiries regarding account status. This position works within a team structure to provide quality customer care and efficient call/online handling.
Answer general questions, provide education, and offer service to customers in a professional and courteous manner with 100% first call resolution and customer retention focus.
Handle, research, and resolve phone inquiries/requests from customers
Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.
Track and document customer contacts into customer relationship management applications and systems, to including typing clear and concise notes for each action taken.
Obtain and verify information by phone or online, using professional and courteous phone techniques.
Complete all follow-up work related to customer inquiries
Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.
When circumstances dictate, communicate with appropriate offices for follow up.
Maintain strict confidentiality with customer account information.
Keep abreast of client developments affecting customer service, new product offerings and processes of company and customer service center by reading daily updates and attending briefings/training.
Conduct self-evaluations using quality coaching tools to assess personal skill development and review results with Supervisors
Participate in team meetings and contribute ideas to department for the improvement of the team or improvement of the work process
Maintain acceptable attendance and punctuality.Follow policy and procedures for communicating any changes and preferences in schedule to Supervisor
Support additional duties as necessary in high volume or promotional periods
Adhere to company and client productivity and quality performance expectations and policies and procedures
Relay customer insights for continuous improvement
Customer Orientation and Focus
Ability to multitask (talk, type, navigate)
Minimum typing speed 20 WPM
Internet navigation and website user knowledge
Experience with contact center technologies
Experience working in a Financial/Banking industry an asset.
Ability to work in a fast paced environment.
Excellent verbal and written communication skills.
Computer proficiency and knowledge of how and when to use reference material and on-line information.
Phone Etiquette skill.
Flexibility in regard to work schedules
Ability to maintain strict confidentiality with customer account information.
High school diploma or equivalent, required
Demonstrated problem solving and decision making skills.
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