Customer Service Representative
Employment Information
Job Description
Customer Service Representative assisting callers with inquiries in a fast paced call center for Financial Institutions. Resolving account and transaction issues while ensuring customer satisfaction and quality expectations.
Responsibilities:
- Provide customer service in a fast paced, inbound call center environment for Financial Institutions
- Assist with account inquiries, basic transactions (transferring funds, making loan payments, etc.)
- Provide Online Banking assistance
- Manage Card Services and debit card fraud alerts
- Gather information for loan applications
- Resolve inbound calls regarding routine financial questions, inquiries and/or problems
- Make transfers, payments, or handle fraud
- Meet or exceed quality expectations to ensure customer satisfaction
- Log into the system and be available for calls
- Handle calls effectively and efficiently, multi-tasking to meet average handle time expectations
- Handle complex calls with minimal assistance
- Refer high-level, complex questions, problems or client complaints to appropriate resources
- Perform other duties/campaigns assigned by management
Requirements:
- High School Diploma or equivalency
- Some college course work in Business, Management, Communications, Marketing, related field or equivalent experience preferred
- Minimum one to two (1-2) years of in-bound, out-bound or other related call center, telemarketing or related experience in insurance or banking environment, preferred
- Strong written and verbal communication skills
- Able to remain professional and courteous in all interactions with SWBC clients and staff
- Able to effectively multi-task
- Able to operate a computer and basic office equipment
- Able to type 40 WPM accurately
- Able to operate a 10-key calculator by touch
Benefits:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Leadership Academy and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
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