What are the responsibilities and job description for the Inbound Customer Service Associate position at Carver Federal Savings Bank?
Inbound Customer Service Associate
Department : Bank Operations
Reports : Call Center Manager
Position Summary
The Inbound Customer Service Associate is responsible for providing customer support to consumers and business customers via the telephone and / or Internet (e.g. Online Banking, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, balance inquiries checkbook bill payment inquiries, Online Banking set-up and / or password resets. The Customer Service Associate must be well versed in all Carver Banks products and services for proper identification of cross-selling opportunities. Performs other administrative duties as requested.
Essential Duties and Responsibilities :
Customer Service : (80%)
- Provides customer support by phone, email, to clients. Serves as primary contact for inbound customer issue.
- Escalates more technical product- related issues to the proper support department.
- Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems.
- Meets the standards of the job, such as call quality metric standards, adherence to schedule, and average handle time.
- Tracks and documents inbound support calls and ensure proper notation of customer problems or issues
- When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
Sales Referrals : ( 20%)
Qualifications