Client First Center Representative

This role serves as a key point of contact for customers, providing exceptional service through phone calls, email, social media, and online chat while representing the organization in a positive and professional manner.

Responsibilities

• Respond to customer inquiries regarding banking products and services through telephone, email, social media, and online chat.
• Identify sales opportunities and refer customers to appropriate sales associates.
• Maintain current knowledge of products, services, policies, and procedures.
• Research and resolve customer inquiries and issues related to loan products.
• Investigate customer concerns by researching accounts and utilizing available support materials and resources.
• Accurately process customer account transactions and perform account maintenance activities.
• Strive to achieve first-contact resolution for customer inquiries, transactions, and issues.
• Escalate customer requests that require additional knowledge or expertise, as directed by department leadership.
• Maintain a positive, professional image in all customer interactions and service channels.

Requirements

• High school diploma or GED.
• Demonstrated ability to provide excellent customer service.

Skills

• 1+ year of experience working in a high-volume call center or customer service environment (preferred).
• Working knowledge of database software, such as Jack Henry SilverLake or other customer information systems (preferred).
• Strong interpersonal, verbal, and written communication skills.