Inbound Call Center Representative - Banking

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