Job Description:
Perform accurate and efficient front line contact center functions for Ally Bank customers. This includes opening new Checking, Savings, IRA, and CD accounts, and responding to customer inquiries regarding account status. This position works within a team structure to provide quality customer care and efficient call/online handling.
General Duties (Includes but is not limited to the following):
• Answer general questions, provide education, and offer service to customers in a professional and courteous manner with 100% first call resolution and customer retention focus.
• Handle, research, and resolve phone, online, and/or email inquiries/requests from customers
• Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.
• Track and document customer contacts into customer relationship management applications and systems, to including typing clear and concise notes for each action taken.
• Obtain and verify information by phone or online, using professional and courteous phone techniques.
• Complete all follow-up work related to customer inquiries
• Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.
• When circumstances dictate, communicate with appropriate offices for follow up.
• Maintain strict confidentiality with customer account information.
• Keep abreast of client developments affecting customer service, new product offerings and processes of company and customer service center by reading daily updates and attending briefings/training.
• Conduct self-evaluations using quality coaching tools to assess personal skill development and review results with Supervisors
• Participate in team meetings and contribute ideas to dept for the improvement of the team or improvement of the work process
• Maintain acceptable attendance and punctuality. Follow policy and procedures for communicating any changes and preferences in schedule to Supervisor
• Support additional duties as necessary in high volume or promotional periods
• Adhere to company and client productivity and quality performance expectations and policies and procedures
• Relay customer insights for continuous improvement
Penguin Random House is the leading adult and children’s publishing house in North America, the United Kingdom and many other regions around the world. In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution. Our vibrant and diverse international community of nearly 250 publishing brands and imprints include Ballantine Bantam Dell, Berkley, Clarkson Potter, Crown, DK, Doubleday, Dutton, Fodor’s, Grosset & Dunlap, Little Golden Books, Knopf, Modern Library, Pantheon, Penguin Books, Penguin Press, Penguin Random House Audio, Penguin Young Readers, Portfolio, Puffin, Putnam, Random House, Random House Children’s Books, Riverhead, Ten Speed Press, Viking, and Vintage, among others. More information can be found at http://www.penguinrandomhouse.com/.
Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
Posting Notes | Portofds | Guam (US-GU) | United States of America | Arvato_Systems
