About This Role
This part-time customer support specialist role involves handling incoming calls and providing excellent telephone customer service. The position requires a customer-oriented individual who can maintain knowledge of banking regulations and effectively resolve customer inquiries and complaints.
Responsibilities
- Provide accurate, efficient, and exceptional customer service to both internal and external customers
- Maintain knowledge of bank regulations, security and compliance responsibilities, products, policies, procedures, and meet deadlines
- Satisfactorily complete all training required for the position
- Maintain a positive, professional, customer-orientated attitude
- Process all customer service calls to promote superior customer service, technical accuracy, and conformity to all company policies
- Identify and handle customer inquiries completely and accurately
- Resolve customer complaints and problems to the satisfaction of the customer
- Educate the customer about the organization’s products and services and direct them to available resources for self-help
- Explain, promote, and sell products or services to optimize the opportunity of each customer contact
- Operate Live Chat feature
- Process check orders for customers
- Process customer telephone requests such as address changes, coin orders, research requests, and debit card limit increases
- Process returned mail
- Assist customers with online banking, debit card, and Infoline inquiries
- Suggest call center improvements and participate in initiatives for increased effectiveness
- Participate in meetings and trainings to ensure up-to-date knowledge
- Accept coaching, direction, and adhere to the work schedule
- Perform other duties as assigned
Requirements
- High school diploma or general education degree (GED) required
- Two to four years related experience and/or training; or equivalent combination of higher education and experience
- Exceptional verbal communication skills
- Ability to read and comprehend simple instructions, short correspondence, and memos
- Ability to write simple correspondence
- Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percentages, and decimals
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
