Customer Care Specialist I

Company Description

Vericast is the financial institution (FI) performance partner. We help banks and credit unions drive growth, improve efficiency, increase engagement and navigate change through the power of data, technology and people. Our advanced analytics, data-driven insights and integrated solution set enable better execution with agility, precision and scale. That’s why thousands of financial institutions look to Vericast and our 150 years of financial services expertise to help them achieve more.. For more information, visit http://www.vericast.com or follow Vericast on LinkedIn.

Job Description

What will you do:
Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments/feedback regarding products/services. Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services, or solutions. Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets company and client goals for levels of performance.

What are your responsibilities:

• Responsibilities for inbound or outbound call segment applies based on individual assignment.
• Successfully completes initial new Specialist training program and participates and completes all required learning and ongoing training
• Entering & processing orders
• Processing cancel/change requests
• Requesting reprints/credits
• Ensuring security and privacy of customer's information
• Providing education and support regarding products and services
• Probing to identify needs
• Acts/offers appropriate products, services, and solutions to meet customer needs
• Utilizes available resources appropriately to accurately enter data and service the customers
• Ensures appropriate follow-through steps are completed for each call
• Maintains complete and accurate records of all call activity as required
• Makes outbound calls to achieve the goals of assigned call segment
• Provides a basic level of customer support, but escalates more advanced problems to their Supervisor
• Maintains a professional appearance and a quality work environment that adheres to all safety and security policies
• Limited eligibility in off phone activities performing special assignments / team roles on a rotating basis or as required based on Supervisor's discretion
• Works within a team environment supporting both team objectives and overall Center objectives
• Monitoring of individual performance tracking data and provides input for Individual Development Plans
•  

Do you have these skills or experience?

• HS Diploma/GED required
• Bilingual - Fluent in English & Spanish
• Minimum 0-2 years
• Previous customer service, banking or retail experience helpful
• Multitask ability
• Detail oriented
• Good communication and interpersonal skills
• Basic computer skills
• Ability to learn required information and ongoing training

Qualifications

Education & Knowledge Required

• HS Diploma/GED required

Additional Information

Salary Range: $15.00 - $16.50 hourly depending on previous experience

At Vericast, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients, and our community. As an Equal Opportunity employer, Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our Talent Acquisition team at [email protected]. EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.