Description

This job is responsible for resolving routine client requests through calls, chats, or emails in an inbound contact center environment.

Key responsibilities include working in a challenging environment, ensuring accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience.

Job expectations include providing seamless service delivery by answering client questions, resolving problems, providing appropriate account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Responsibilities :

Identifies client needs and recommends solutions when fraud has been identified

Records data captured during client interactions accurately

Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis

Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy

Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

Required Qualifications :

Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives

Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze / resolve complex client problems through creative solutions

Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule

Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays

Communicates effectively and confidently with all clients to make their financial lives better

Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections

Comfortable receiving ongoing performance feedback and coaching

Ability to learn and adapt to new information and technology platforms

Minimum of an intermediate level of proficiency with computers and current technology

1 years of customer / client service experience, including experience handling difficult client situations

Desired Qualifications :

1 years of experience in the banking / financial industry

Skills : Attention to Detail

Attention to Detail

Customer Service Management

Customer and Client Focus

Issue Management

Active Listening

Adaptability

Client Solutions Advisory

Data Collection and Entry

Problem Solving

Account Management

Analytical Thinking

Client Experience Branding

Fraud Management

Minimum Education Requirement : High School Diploma / GED / Secondary School or equivalent

Shift :

2nd shift (United States of America)

Hours Per Week :

Last updated : 2024-06-27