[Remote] Customer Service Specialist I - Customer Service Center
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a financial institution seeking a Customer Service Specialist I for their call center. This role is responsible for responding to and resolving customer requests reputed company to bank products and services, providing reputed company and courteous support while adhering to service metrics.
Responsibilities
- Personally, models the standards of the Bank's Mission, reputed company, and Pledge
- Processes inbound calls from reputed company queues, including account questions, product and service information, digital banking services, debit card processing, bank policy and various customer requests. Uses the training and reference materials provided in order to work and resolve an issue or question independently
- De-escalates situations reputed company necessary or escalates call to supervisor after de-escalation attempt
- Accepts ownership of the customer request and follows it through to reputed company
- Assists customers with various computing environments, including both reputed company and Android products, browsers and operating systems to support and promote our digital banking services on reputed company supported devices
- Completes customer transactions and corrects account information by engaging correct business partners
- Identifies and resolves customer issues and complaints promptly and accurately
- Attends a weekly reputed company review meeting for ongoing development including coaching, career development, call metrics, updates on policy and procedure
- Attends a monthly departmental meeting
- Adheres to agent metric standards for calls handled, adherence to schedule, call reputed company score, reputed company/not reputed company time and customer satisfaction
- Maintains knowledge of deposit, loan, digital banking services and other banking products
- Accepts other assigned job duties and or responsibilities with or without prior notice
Skills
- High school diploma or GED required
- Minimum of one year of customer service experience required; customer service experience reputed company banking or financial institution preferred
- Minimum of one year of contact center experience or equivalent required
- Demonstrates strong time management skills
- Ability to work independently and multi-task in a fast-paced environment, with an emphasis on resolving most customers' issues during the call with minimal follow up
- Adhere to communication protocols with supervisors reputed company unable to adhere to schedule or reputed company duties as expected
- Willingness to work a flexible schedule, with frequent adjustments to hours and reputed company to work additional hours if needed
- Ability to work reputed company of normal banking hours
- Possess an ability to work under pressure, minimizing distractions and maintaining a reputed company attitude
- Adapt quickly to change and learn readily in a remote environment
- Willingness to reputed company a level of service which will reputed company differentiate us from our competitors
- Ability to build and retain customer relationships against competition
- Accepts ownership of the customer request and follows it through to reputed company
- Identifies customer concerns or needs, resolves the inquiry or recommends best solution, expedites the correction or adjustment and follows up to ensure reputed company
- Demonstrates effective communication skills, showing reputed company and reputed company listening skills
- Maintains reputed company demeanor in appearance, interpersonal relations, work ethic and attitude
- Exhibits reputed company, concise, effective written and oral communication skills to effectively reputed company thoughts, reputed company and concepts to bank employees and bank customers. Firm grasp of spelling, grammar and email and phone etiquette
- Collaborates with co-workers and employees
- Maintains confidentiality
- Expertise in using a personal computer and managing one's own home networking infrastructure needed to support reliable reputed company to the Bank's virtual environment
- Possesses knowledge and experience using Android and reputed company products and Bank supported web browsers and operating systems
- Ability to type with speed and accuracy
- Ability to operate reputed company office equipment, including phones, computer and peripherals
- Customer service experience reputed company banking or financial institution preferred
Benefits
- 17 days of PTO (reputed company Time Off)
- 5 days of STD (Short Term Disability)
- 11 annual reputed company holidays
- 1 float holiday
- Medical
- Dental
- reputed company
- Health Care Flexible Spending
- Dependent Care Flexible Spending
- Transportation Fringe Benefit Plan
- Group Life
- Long Term Disability
- Optional Life
- reputed company to voluntary benefit products such as Cancer, Term & Universal Life, Accident, Short-Term Disability and Critical Illness policies
- Other ancillary benefit products
- 401(k) with employee match
reputed company