Description:
• Provides high quality customer service by responding to telephone inquiries, requests and problems.
• Researches, analyzes, and provides solutions that meet the customer’s needs.
• Resolving customer inquiries and problems on first contact.
• Providing customers with account information.
• Resolving or referring billing disputes.
• Correcting payment errors.
• Revising fee and finance charges as appropriate.
• Account maintenance.
• Taking card, check or other orders.
• Acting on lost or stolen cards/checks.
• Researching customer problems that could not be resolved during the initial contact.
Requirements:
• High school diploma or equivalent
• Two to four years of relevant experience
• 2 or more years of contact center work experience
• Prior experience working in banking, merchant payment services, point of sales, and/or financial services
• Good knowledge of concepts, practices, policies and procedures of banking products and services
• Effective telephone and… interpersonal skills
• Strong problem-solving and negotiation skills
• Ability to handle difficult customer calls
• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
• Ability to identify and resolve/escalate problems
• Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
Benefits:
• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
