Key skills
Communication
About this role
Role Overview
- Deliver the Unparalleled Customer Experience and build relationships through customer interactions to resolve issues
- Provide service and support to our customers through multiple contact portals
- Review all processes and procedures critically to determine efficiency and recommend changes as needed
- Maintain a high level of knowledge/awareness in current business objectives
- Act as subject matter expert and point of contact for Mainstream call center agents, branch representatives, and internal Business Partners
- Provide proactive communication with clients and internal business partners regarding all components of client experience
- Research escalated issues and resolve or refer resolution to appropriate teams
- Deliver exceptional customer service to customers and clients when identifying and resolving needs
- Assist our customers over the phone regarding commercial issues
- Review daily and weekly reports
Requirements
- High School Education or equivalent
- Proficient in the English Language
- Two (2) years related customer service work experience
- Ability to interact with and manage multiple computer systems to access client information
- Demonstrated communication skills with pleasant phone and interaction skills
- Demonstrated written communication skills with a focus on clarity and accuracy
- Basic understanding of privacy regulations and the need to authenticate customers prior to discussing account information
- Proficient in Windows based applications
- Demonstrates an ability to prioritize and troubleshoot issues
- Knowledge of policies and regulations (i.e. Patriot Act, Check 21, Regulation E)
Benefits
- Paid Time Off
- 401(k) matching program
- Annual incentive pay
- Paid holidays
- Comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage
- Health savings, flexible spending, and dependent care accounts
- Adoption assistance
- Employee assistance program
- Fitness reimbursement
- Tuition reimbursement
- Associate wellbeing program
- Associate emergency fund
- Various associate banking benefits