Rep, CS Banking Ops
Under direct supervision, responsible for following established guidelines and identifying and resolving problems and servicing clients and partners both on the telephone and through email. Provide in-depth information regarding online enrollment features, maintenance and technical issues related to the bank's products and services. Must have the ability to troubleshoot and assist clients with various online capabilities as well as communicating proper documentation to be sent in for various inquiries. Accountable for regular reporting or process administration. May direct day-to-day work of junior level. 1. Manage large amounts of inbound and outbound calls in a timely manner providing quality servicing of client/partner calls through effective communication of call behaviors and accurate information.
2. Follow communication “scripts” when handling different topics and resolves client/partner inquiries the same day, if not during call.
3. Contact client by phone or email with any updates when resolution will take longer than 24 hours until issue is resolved.
4. Log all client/partner inquiries received via phone, email or fax with a detailed description of client issue/problem, research or action taken for resolution on the CRM database.
5. Seize opportunities to upsell products when they arise.
6. Send out appropriate email response, complete emails according to schedule.
7. Maintain system access and knowledge level as it pertain to each program that the representative has been trained on and frequently attend educational seminars to improve knowledge and performance level.
8. Provide accurate transactional information to clients to avoid creating any loss situations for the Unit.
9. Perform functional transaction processing (ACH Transfers, Stop Payments, wires and general maintenance) accurately and without any monetary errors.
10. Responsible for identifying customer needs, clarify information, research issues and provide solutions and/or alternatives.
11. Expected to use some initiative but refer more complex problems to supervisors/experts.
12. Works effectively as a team member but also independently.
13. Knowledgeable of the core aspects of the job and beginning to develop a basic understanding of the business function.
14. Working towards becoming proficient in all areas of the job.
A College or University degree and/or relevant proven work experience in comparable industry and/or call center setting or customer support role is preferred.
Familiarity with CRM systems and practices and banking terminology such as investments, redemptions, ACH’s wire transfers.
Strong phone, verbal and written communication skills required.
Strong active listening and interpersonal skills needed with aptitude to handle irate/challenging callers with minimal assistance.
Highly flexible and adaptable to change; able to adapt to a fast pace environment to different personality types and able to learn quickly.
Multi-tasking skills; self-motivated with ability to set priorities and manage time effectively.
Computer literacy is required with the ability to navigate several different applications/systems simultaneously.
Strong team work capabilities.