Job description
Call Center Representatives deliver quick reliable service by actively listening to customers request for service and working to troubleshoot and resolve customer issues in a timely manner. In addition, they help customers protect their accounts by reviewing suspicious activity reissuing compromised debit and credit card and maintaining confidentiality.
- Provide customer service primarily by phone to external customers by responding to balance inquiries, debit card, online banking, bill pay and deposit account questions and issues, and other requests for assistance.
- Supports the products and services of the bank by interfacing with other departments and employees in positive friendly attitude to ensure timely and effective customer service.
- Performs various operations functions and special projects as needed from time to time and assists others to complete tasks and work assignments.
- Process stop payment request, address changes, modify account profile information, etc.
- Process returned mail. Place check orders.
- Process online banking and bill pay requests.
- Process and fulfill requests for account research.
- Support internal staff regarding department products and functions.
- Responsible for Social Security Administration electronic verification of deposits.
- Assist with other Verification of Deposit request.
- Perform debit card maintenance as requested by customer and document approval.
- High School diploma or equivalent.
- Minimum of two years previous banking or customer service experience preferred.
- Must be able to multi-task.
- Good listener; excellent organizational, writing, communication and telephone skills.
- Able to make decisions with minimum supervision.
- Highly reliable with the ability to maintain regular attendance and punctuality.
- Aptitude for issue identification and problem solving.
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.
- An aptitude for conflict resolution and problem solving.
- The ability to demonstrate good judgement when making decisions involving account inquiries and problem resolution.
- Excellent interpersonal skills and the ability to build relationships with your team and customers.
- Bilingual Spanish – Beneficial
- Ability to operate office machines and equipment, such as personal computers, printers, copy machines, fax machines, calculators, and telephones.
Ability to communicate clearly with customers, co-workers, and others both in-person and on the telephone.
Work activities involve combinations of sitting/standing for extended periods up to 5 hours at a time, kneeling, bending, pushing, lifting, and carrying.
Ability to perform repetitive finger, hand and arm movement. - Must be able to work under pressure and exhibit good judgment in making decisions pertaining to the overall health of the bank and its employees.
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