Call Center CSR III - Customer Service Specialist
Scope/Responsibilities
As a First Financial Customer Service Specialist, you will be responsible for supporting all products and services in our retail and commercial lines of business via inbound and outbound customer service calls concerning:
- Bank operations
- Bank Regulations
- Transaction processing
- Electronic services
- Promotional activities
- Online banking and mobile banking issues
- And other inquiries as required by business objectives
Handle and carefully respond to all customer inquiries. 100-200 calls daily. Provide excellent customer service through active listening. Meet and exceed service goals with the proven ability to build and advance customer relationships. Work with confidential customer information and treat it sensitively. Appropriately communicate with customers. Aim to resolve issues on the first call by being proactive in your customer service approach.
This position requires the candidate be on the phone approximately 90% of scheduled time and possess the ability to adhere to pre-defined activity schedules.
Additional responsibilities include:
- Identifying customer needs and suggesting appropriate products and services;
- Utilizing technology to support and troubleshoot online services, gathering information, and tracking customer interactions;
- Actively participating in the Customer Service First sales and service culture, supporting the values of the organization, and follow established bank policies and procedures.
Minimum Qualifications
- A minimum of two years of consistent customer service experience, preferably in financial services
- Six months of Call Center experience is desirable
- Candidate must have a High School diploma or GED
- Excellent written / verbal communication and customer service skills
- Proficiency in Windows based applications as well as internet browsers, mobile devices, basic computer hardware
- Ability to meet training standards is also required
- Availability to work various shifts including evenings and weekends