Customer Service Representative - Online Banking

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Position Summary:

Perform accurate and efficient front line contact center functions for bank customers. This includes opening new 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. Work may be performed via phone or chat. 

Overall Responsibilities:

  • 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 and or chat 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 department 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

Job Requirements:

  • Customer Orientation and Focus
  • Ability to multitask (talk, type, navigate)
  • Minimum typing speed 20 WPM
  • Internet navigation and website user knowledge
  • Experience with contact center technologies
  • Experience working in a Financial/Banking industry an asset
  • Ability to work in a fast paced environment
  • Excellent verbal and written communication skills
  • Computer proficiency and knowledge of how and when to use reference material and on-line information
  • Phone Etiquette skill
  • Flexibility in regard to work schedules
  • Ability to maintain strict confidentiality with customer account information
  • High school diploma or equivalent, required
  • Demonstrated problem solving and decision making skills