Call Center Representative Jobs

Job Summary

The Customer Solutions Center Representative is accountable for delivering best-in-class customer service via telephone and electronic channels in a fast-paced, multi-media contact center. The CSCR is accountable for working cross-functionally with other banking groups to maximize effectiveness and ensure a positive, productive customer experience in alignment with current business strategy and requirements. This position is located in Merrillville, IN.

Duties And Responsibilities

• Update customer files and records timely and accurately
• 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.
• Communicate effectively and build successful working relationships with teammates, business partners and other employees
• Contacting customers and partners to gather information to make appropriate decisions
• Coordinate and assist in resolving deposit, loan, treasury management and other line-of-business related issues in response to customer inquiries, and escalate to the appropriate operational department contact for resolution.
• Recommend new approaches, policies, and procedures to increase productivity and efficiency
• Communicating with other departments, managers or vendors to resolve customer issues.
• Provide in-depth information regarding account relate inquires, online enrollment features and maintenance requests related to the bank's products and services.
• Provide on-going relationship servicing with current customers to maintain goodwill and gain additional business through promotion and cross-selling other bank products and services as appropriate to meet customer requirements and the bank's profitability goals.
• Responsible for identifying and mitigating fraud
• Solve both internal and external customer inquiries, complaints and requests by using a single point of contact resolution utilizing solid knowledge of the bank's processes, procedures and electronic systems, while identifying potential systemic problems.

Education and Experience

• College or University degree a plus.
• Spanish speaking is a plus.
• Two years of customer service, retail banking, or call center experience preferred
• Knowledge of Deposit and Loan products and procedures.

Skills And Qualifications

• Effective project management skills and the ability to proactively problem-solve.
• Proficient computer skills (i.e., Microsoft Word, Excel, Outlook, any other mortgage software, etc.).
• Effective interpersonal and communications (written and verbal) skills.
• Demonstrated ability to resolve complicated issues as they arise
• Ability to pay attention to detail while handling a high volume of work with multiple interruptions.
• Proven organizational skills and demonstrated ability to prioritize and multi-task
• Professional demeanor and interaction with all customers (internal and external).
• Ability to communicate effectively with supervisors, co-workers and customers, work independently and is self-motivated.
• Must be a self-starter with the ability to work with minimal supervision while obtaining satisfactory results.
• Ability to work effectively in a team-oriented environment as well as independently.

About Us

For over 100 years, Peoples Bank has maintained a philosophy of commitment to the customer, a belief that has allowed Peoples Bank to thrive and continue to serve communities within its Indiana and Illinois footprint. It's the same philosophy that drives Peoples now as it did in 1910 when the Bank first opened for business. Today, the company keeps better banking moving forward for its customers and communities at Banking Center locations across Northwest Indiana and Chicagoland.

Headquartered in Munster, Indiana, Peoples Bank is a locally managed community bank whose mission is to help our customers and communities be more successful. We do this by providing a variety of consumer, business, and wealth management products, and offering a wide range of digital banking services to meet the unique needs of our customers.

Peoples is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Job Posted by ApplicantPro