What are the responsibilities and job description for the Call center position at Axelon Services Corporation?
Job Title : Call Center Consumer Banking(Hybrid)
Job Location : Riverside, RI
Pay Rate : 19.06 / hr
Job Responsibilities :
1. Receives customer calls including answering phone, greeting customers, and displaying an upbeat and helpful demeanor in order to create a positive first impression.
2. Verifies customer identity including asking customers to provide personal information and comparing that information to data stored in the computer system in order to ensure confidentiality and legal compliance.
3. Listens to customers including letting the customers fully explain issues, asking questions for clarification, maintaining composure with upset customers, and conveying a sense of empathy in order to fully understand the customer's issue.
4. Adapts communication to customers by altering rate of speech, inflection, tone, and content in order to facilitate customer understanding, retention, and comfort.
5. Explains policies and products to customers including answering questions, helping customers understand product features, helping customers with online banking processes, and general bank services in order to educate and support customers.
6. Researches customer issues including reviewing customer relationship, exploring transaction history, performing searches (e.
g., dollar amounts, dates), and gathering additional information from bank documentation and resources in order to identify the source of the problem for resolution.
7. Determines solutions to customer problems including determining possible courses of action, determining the most appropriate solution in the interest of the customer and bank, presenting the solution to the customers, and fostering acceptance of the solution in order to ensure customer satisfaction.
8. Solves problems including taking action on fee rebates, activating cards, replacing cards, ordering checks, updating customer information, executing stop payments, taking applications for overdraft protection, etc.
in order to immediately address customer issues.
Expected schedules after training will be :
Monday - Friday 9am - 5 : 30pm
Monday - Friday 10 : 30am - 7pm
Mon, Tues, Wed, Thurs, and Sat 10am - 6 : 30pm
Last updated : 2024-11-21
