Call Center Specialist Jobs

Job Summary

The Customer Solutions Center Specialist is a digital banking expert accountable for delivering best-in-class customer service via telephone and electronic channels in a fast-paced, multi-media contact center. On-site presence required with the potential for some remote work as well. The CSCS is accountable for working cross-functionally with other banking groups, Team Leader, and CSC Manager to maximize effectiveness and ensure a positive, productive customer experience in alignment with current business strategy and requirements. The CSCS would be the advanced level of support for Digital products and services to include Online Banking Systems.

Duties And Responsibilities

• 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.
• Ensure understanding, accuracy and completion of tasks assigned to team.
• Proficient in use of Salesforce and IBS Systems to update customer files and records timely and accurately.
• Contact customers and partners to gather information to make appropriate decisions doing what is best for the customer as well as the bank.
• 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.
• Consistently display the highest level of customer service to all customers.
• Communicate with other departments, managers, or vendors to resolve customer issues.
• Provide in-depth information regarding account related inquiries, online enrollment, token assistance and maintenance requests related to the bank's products and services.
• Communicate effectively and build successful working relationships with teammates, business partners and other employees.
• Recommend new approaches, policies, and procedures to increase productivity and efficiency.
• Provide Tier 2 level support for CSC for troubleshooting and escalated digital inquiries including debit card, Zelle, loan inquiries and general deposit account information.
• Complete all tasks associated with and assigned to digital banking in a timely manner.
• Responsible for identifying, mitigating, and resolving fraud issues.
• Identify potential systemic problems and incorporate resolution.
• Other duties as assigned.
• Solve advanced 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.
• Process limit changes and perform any other Tier 2 maintenance or functions required.

Education and Experience

• Advanced level of knowledge of bank systems to assist higher level treasury management and other business-related services preferred.
• Advanced knowledge of online banking systems and digital banking is helpful.
• High School diploma or equivalent required, college degree preferred.
• A minimum one year of customer service, retail banking, digital banking, or call center experience required, with 3-5 years strongly preferred.

Skills And Qualifications

• Effective interpersonal communication (written and verbal) skills.
• Ability to pay attention to detail while handling a high volume of work with multiple interruptions.
• Ability to work effectively in a team-oriented environment as well as independently.
• Effective project management skills and the ability to proactively problem-solve.
• Professional demeanor and interaction with all customers (internal and external).
• Proficient computer skills (i.e., Microsoft Word, Excel, Outlook, any other digital banking software, etc.).
• 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.
• Proven organizational skills and demonstrated ability to prioritize and multi-task.
• Demonstrated ability to resolve complicated issues as they arise with a focus on advanced business services.

Job Posted by ApplicantPro