Under general supervision (but works independently most of the time) responsible for servicing clients and partners, both on the telephone and through email. Provide in-depth information regarding online enrollment features, maintenance and technical issues related to the bank’s products and services. Provide troubleshooting capacity for clients which includes modifications to various browsers settings for Windows and MAC. Focuses on resolution of more complex transactions, where knowledge and experience is required to interpret policies, guidelines and/or processes. Full ownership for one or more processes, reports and/or procedures. Analytically and procedurally competent, representing the team on cross-function process or project deliverables. 1. Manage large amounts of inbound and outbound calls in a timely manner by providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information. 2. Follows communication scripts when handling different topics and resolves more complex client/partner inquiries the same day, if not during call. 3. Contacts client by phone or email with any updates when resolution takes longer than 24 hours. 4. Build sustainable relationships and engage customers by taking the extra mile. 5. Performs functional transactions (Dollar Transfers, Stop Payments and ATM/DEBIT card(s) maintenance) accurately and without any monetary errors. 6. Provides accurate transactional information to clients to avoid creating any loss situations for the Unit. 7. Logs detailed descriptions on all client/partner inquiries received via phone, email or fax including a description of client issue/problem and the research or action taken for resolution on the CRM database. 8. Seize opportunities to upsell products when they arise. 9. Must demonstrate excellent written communication skills, send out appropriate email responses, complete emails according to schedule provided within 24 hours from the time that email was received and ensure email report is accurately completed daily. 10. Maintain system access and knowledge level as it pertains to each workgroup that representative has been cross-trained on and frequently attend educational seminars to improve knowledge and performance level. 11. Responsible for identifying the more complex customer needs, clarify information, research issues and provide solutions and/or alternatives 12. Emerging as an expert in a specific skill set but remains focused primarily on daily execution. Mentor to other more junior level employees. 13. May manage daily operational activities and supervise day-to-day work of junior level employees (but not a formal management role). 14. More technically sound in area of expertise and has broader knowledge of other areas. A College or University degree and/or relevant proven work experience is preferred. A minimum of two years experience in a client servicing call center environment or customer support role is required. Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH’s wire transfers. Familiarity with investment accounts/options i.e. investments, stocks, bonds, mutual funds, trades Excellent phone, verbal and written communication skills are required. Excellent listening and interpersonal skills are required with aptitude to handle irate/challenging callers with minimal assistance. Highly flexible and adaptable to change; able to adopt to a fast paced environment to different personality types and able to learn very quickly. Excellent multi-tasking skills; self- motivated with ability to set priorities and manage time effectively. Computer literacy is required with the ability to navigate several different applications/systems simultaneously. Excellent team work capabilities. Ability to troubleshoot various browsers supported by Windows and MAC.
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