Answer incoming calls from customers to process applications, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Essential Functions :
o Professionally answer inbound phone calls and respond to customer request for assistance.
o Respond to customer inquiries
o Data Entry with product and service information
o Research required information using available resources
o Provide customers with product and service information
o Process applications
o Route calls to appropriate resource
o Follow up customer calls where necessary
o Up sell products and services.
o Identify, research, and resolve customer issues
o Analyze, evaluate, and solve problems
o Extensive Computer use and typing
o Provide positive attitude and professionalism at all times.
o Accept constructive criticism and open mind during Quality Training sessions.
o Comply with all performance standards, conduct guidelines, safety and security policies, company procedures and metrics
o Provide feedback to improve processes
o Other duties as assigned
Education and Experience Required :
o High School Diploma or G.E.D
o six months or more customer service experience (preferred)
Job Knowledge and Skills required :
o Ability to use a computer
o Typing Skills (Typing test will be administered before interview)
o General banking knowledge
o Some Research skills required
o Shift work / Saturday work required
o OT required during peak seasons
o Ability to work in a fast paced, ever changing environment
o Ability to work in a multi-cultural environment
o Excellent verbal and written communication skills
o Excellent listening skills
o Problem solving
o Customer service oriented
o Organizational and multi-tasking skills
o Strong attention to detail
o Sound judgment
o Ability to maintain confidentiality and handle sensitive information
o Team work
o Call Center Knowledge (preferred)
Physical Demands / Work Environment :
o Regularly required to sit, reach, bend, and move about in an office environment.
o Some light physical effort is required.