What are the responsibilities and job description for the Retail Deposits Servicing Call Center Specialist #ESH6341 position at COA Network Inc?
What’s in it for you?!
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- Tremendous career advancement opportunities!
- Fitness Centers/Gym Subsidies and fitness trackers!
- Health and wellness programs!
- 401k company match!
- Employee stock purchase plan!
- Basic life insurance!
- Very generous PTO plus 14 paid holidays!
- PTO for volunteer work you are passionate about!
- Comprehensive benefits package with dental and vision!
- Pet Insurance!
- Flexible spending accounts!
- New Parents get 12 weeks of 100% PTO, for birth or adoption!
- Tuition reimbursement!
- Provide quality customer service and accurate information about depositor accounts, programs, policies, and processes.
- Answer inquiries from customers, potential customers, financial institutions, business partners, internal customers, and others.
- Process telephone requests for account information and application processing and communicate results to the customer.
- Maintain knowledge of comparable and competitor products.
- Respond to email and written inquiries.
- Maintain existing accounts and perform appropriate account actions in a timely manner in accordance with established servicing guidelines.
- Focus on activities such as Financial Adjustments, Status Adjustments, Account Maintenance, and Customer Communications.
- Answer incoming calls and report conditions affecting customer satisfaction.
- Perform timely and accurate follow-up on account inquiries.
- Provide accurate information on deposit products offered.
- Demonstrate strong problem resolution skills and solid organization and communication skills with a strong attention to detail.
- Escalate reports of exceptional service and complaints.
- Complete core corporate training and develop solid knowledge of systems.
- Self-motivate to consistently improve knowledge to advance service capabilities.
- Maintain knowledge of all Retail Servicing policies and procedures.
- Keep all training documentation organized and remain aware of new information.
- Operate within compliance policies and procedures.
- Perform manual research of accounts and record comments clearly.
- Process and update deposit applications in the system.
- Make outgoing calls to provide information and clarify questions.
- Ensure updates to the database are complete and accurate.
- Be proficient in all systems necessary to provide effective customer service.
- Assist in other business areas as needed and accurately track all work completed.
- Meet or exceed department standards for productivity and quality.
- Demonstrate flexibility and a team-oriented attitude to support the business.
- High School Diploma or Equivalent.
- Some banking experience or a customer service background.
- Excellent knowledge of multiple business area processes and procedures.
- Excellent knowledge of applicable department systems.
- Demonstrated ability to manage multiple priorities in a time-sensitive environment.
- Ability to maintain composure and professionalism while troubleshooting and resolving complex customer issues.
- Familiarity with Microsoft applications with emphasis on Word and Excel.
- Excellent oral and written communication skills.
- Excellent data entry skills.
- Proven ability to consistently meet individual, team, and department goals.
- Developed specialized skills or is multi-skilled through job-related training.
- Ability to see problems from a broad perspective and identify new, less obvious solutions.
- Ability to complete work with a limited degree of supervision.
- Proven ability to meet strict attendance guidelines.
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