Call Center Representative
Beacon Bank is a retail banking institution seeking a Call Center Representative to provide superior customer service. The role involves responding to customer inquiries, resolving issues, and promoting bank products and services while ensuring compliance with banking regulations.
Responsibilities
- Responds to incoming calls from both internal and external customers
- Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues
- Performs PIN resets, Online Banking and e-Statement set up and check order requests
- Compiles information from customer and files EFT complaints for reports of unauthorized electronic activity on accounts
- Follows through with all customer issues and provides ongoing assistance as needed
- Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships
- Supports and participates in bank initiatives and sales campaigns
- Researches and resolves customer issues; manages difficult situations
- Follows up on all resolutions to ensure customer satisfaction
- Identifies and escalates difficult customer situations to the appropriate party
- Prepares customer correspondence as needed
- Processes all applicable customer account documentation to ensure compliance with Bank policy
- Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures
- Continually advances level of knowledge to ensure the development of a full-service, omni-channel contact center which may include account opening, loan applications, loan payments, live chat, and various other customer service requests
- Provides back up Sr. Customer Support Specialist to help coach and mentor new team members as needed
- Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties
Skills
- High School diploma
- Minimum 1 year banking experience
- Proficient with MS Office products (Word & Excel) and the Internet
- Problem solving ability
- Excellent customer service skills
- Ability to work in team environment
- Ability to multi-task
Company Overview