What are the responsibilities and job description for the Sr. Customer Service Representative position at Alta It Services?
Sr. Customer Service Representative
Location : Onsite / Hybrid Work Model Reporting to San Antonio, TX
Pay Rate : Open to Both C2C and W2 options
Position Type : Multiyear Contract
Description :
The Sr. Customer Service Representative (CSR) for the Overseas Military Banking Program (OMBP) will assist customers verbally when accepting phone calls and through written responses via online banking messages.
These inquiries and requests range from simple to complex in nature and encompass a wide variety of subject matter areas. Other responsibilities include, but are not limited to, completing wire transfers, assisting with account inquiries, performing general account maintenance, assisting with online and mobile banking questions or problems, conducting account closures, processing data entries, educating customers on self-service options, and other off phone duties as assigned. The Sr. CSR is responsible for providing a positive customer experience that leads to improved satisfaction. They will be expected to follow established policies, procedures, and guidelines. Effective communication, both written and verbal, is essential to this role. The ideal candidate will possess the ability to multi-task and will be expected to think independently but work well as a member of a team. Demonstrating flexibility and remaining open and adaptable to change is a must.
Required Skills :
Strong critical-thinking and problem solving skills
Ability to multi-task
Adaptable to change through regular feedback
Self-motivated, people oriented team player
Capacity to tactfully handle customer concerns
Excellent verbal, written, and active listening skills
Careful attention to detail and time management
Proficiency in basic computer skills and ability to navigate multiple software systems
Minimum of one year Customer Service experience
Desired Skills :
1-3 years experience working in a Contact Center environment
Banking Experience
Proficient in Microsoft Word, Excel and Outlook
- Alternating schedules between 7 : 45AM 4 : 45PM and 9 : 00AM 6 : 00PM
Ref : #850-Rockville (ALTA IT)
