Client Services Agent (73931)
SouthEast Bank · Knoxville, TN · 3 wk ago
HybridFull-time
We need to output HTML fragment with sections: Use for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where there is real specific content. We need to extract content from posting.
Let's parse:
- Work Schedule: Monday – Friday; 8am-5pm, 8:30am-5:30pm, 10am-7pm and Saturday; 9am-1pm. Must be available to work Mon-Fri; 7am-7pm as needed. (Agents are on a rotating schedule and do not work early, late, or Saturday hours every day). So schedule details present. So we can have a Schedule section.
- General Function: description of role. Could be "About the role". So we can have About the role section with that paragraph.
- Essential Functions: includes Department Administration, Customer Service, Compliance, Other. Those are responsibilities/duties. So we can have Responsibilities section with list items (maybe grouped). We'll need to extract duties.
- Requirements: list of requirements: previous customer service experience, familiarity with banking products, knowledge of regulatory requirements, etc. Also includes Activity (physical abilities). Those could be Requirements or Qualifications? The posting has "Requirements" heading. Also "Activity" maybe part of Requirements. We'll treat as Requirements.
- Qualifications: Not explicitly separate; maybe we can combine with Requirements. But we need to decide sections: we have About the role, Responsibilities, Requirements, maybe Skills, Benefits, Pay, Schedule. Benefits not mentioned. Pay not mentioned. So we omit Benefits and Pay.
Skills: Could be derived from requirements like communication skills, problem-solving, etc. But we have a separate Skills section maybe. However we should only include if posting has real specific content for it. The posting mentions "Strong communication skills, problem-solving abilities", "Ability to multitask, prioritize, manage time effectively", etc. Those could be skills. But we already have Requirements covering experience and knowledge. Could create Skills section for soft skills. However we need to avoid thin sections. Might be better to combine skills into Requirements or About the role. But the instruction: Prefer a few substantive sections over many thin ones. So we could have About the role, Responsibilities, Requirements, Schedule. That's four sections. That seems good.
We need to preserve all substantive information; do not invent or summarize away detail. Must not omit any substantive info. So we need to include all details from the posting within those sections.
We must not repeat job title as heading. Not include Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO etc. Not present.
We need to use
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where there is real specific content. We need to extract content from posting.
Let's parse:
- Work Schedule: Monday – Friday; 8am-5pm, 8:30am-5:30pm, 10am-7pm and Saturday; 9am-1pm. Must be available to work Mon-Fri; 7am-7pm as needed. (Agents are on a rotating schedule and do not work early, late, or Saturday hours every day). So schedule details present. So we can have a Schedule section.
- General Function: description of role. Could be "About the role". So we can have About the role section with that paragraph.
- Essential Functions: includes Department Administration, Customer Service, Compliance, Other. Those are responsibilities/duties. So we can have Responsibilities section with list items (maybe grouped). We'll need to extract duties.
- Requirements: list of requirements: previous customer service experience, familiarity with banking products, knowledge of regulatory requirements, etc. Also includes Activity (physical abilities). Those could be Requirements or Qualifications? The posting has "Requirements" heading. Also "Activity" maybe part of Requirements. We'll treat as Requirements.
- Qualifications: Not explicitly separate; maybe we can combine with Requirements. But we need to decide sections: we have About the role, Responsibilities, Requirements, maybe Skills, Benefits, Pay, Schedule. Benefits not mentioned. Pay not mentioned. So we omit Benefits and Pay.
Skills: Could be derived from requirements like communication skills, problem-solving, etc. But we have a separate Skills section maybe. However we should only include if posting has real specific content for it. The posting mentions "Strong communication skills, problem-solving abilities", "Ability to multitask, prioritize, manage time effectively", etc. Those could be skills. But we already have Requirements covering experience and knowledge. Could create Skills section for soft skills. However we need to avoid thin sections. Might be better to combine skills into Requirements or About the role. But the instruction: Prefer a few substantive sections over many thin ones. So we could have About the role, Responsibilities, Requirements, Schedule. That's four sections. That seems good.
We need to preserve all substantive information; do not invent or summarize away detail. Must not omit any substantive info. So we need to include all details from the posting within those sections.
We must not repeat job title as heading. Not include Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO etc. Not present.
We need to use for section headings. Use - for any list of duties/requirements/benefits, and
for prose.
Thus:
About the role
General Function As a Client Services Agent I, you will be responsible for providing exceptional customer service and support to clients of our bank. This entry-level position requires strong communication skills, problem-solving abilities, and a passion for delivering an outstanding customer experience. You will handle a variety of inquiries, resolve customer issues, and provide accurate information regarding our banking products and services. This role is crucial in ensuring customer satisfaction and maintaining a positive brand image for the bank.
But we need to ensure we keep the exact text? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the content as is, maybe just remove the heading "General Function". We can incorporate that into paragraph.
Thus paragraph: "As a Client Services Agent I, you will be responsible for providing exceptional customer service and support to clients of our bank. This entry-level position requires strong communication skills, problem-solving abilities, and a passion for delivering an outstanding customer experience. You will handle a variety of inquiries, resolve customer issues, and provide accurate information regarding our banking products and services. This role is crucial in ensuring customer satisfaction and maintaining a positive brand image for the bank."
Now Responsibilities: need to list duties from Essential Functions: Department Administration, Customer Service, Compliance, Other. We'll create a with each duty as - . Must preserve all details.
Let's extract each bullet:
Department Administration:
- Respond promptly and professionally to incoming customer calls, emails, and messages regarding banking products, services, and inquiries.
- Provide accurate and relevant information to customers regarding account balances, transactions, interest rates, fees, and other banking-related topics.
- Assist customers in resolving issues, such as billing discrepancies, account errors, and transaction disputes, by troubleshooting, investigating, and escalating when necessary.
- Educate customers on self-service options, including online and mobile banking, and guide them through the process of using these tools effectively.
- Recognizes opportunities to deepen customer relationships through product recommendations and accurate referrals.
- Maintain comprehensive knowledge of the bank's policies, procedures, products, and services to deliver accurate and up-to-date information to customers.
- Identify opportunities to cross-sell or upsell bank products and services to customers based on their needs and preferences.
- Record and maintain customer interactions, transactions, and inquiries accurately in the bank's CRM system.
- Collaborate with team members and supervisors to address complex customer issues and ensure timely resolution.
- Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings.
- Stay updated on industry trends, regulations, and changes in banking policies to provide informed support and guidance to customers.
Customer Service:
- Excellent verbal and written communication skills with a friendly and professional demeanor.
- Strong problem-solving abilities and the capability to handle difficult customer situations with empathy and patience.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced call center environment.
Compliance:
- Review the Bank’s information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud.
- Follow all guidelines for securing your accounts, access, systems, and information.
- Be proactive in identifying threats to information security and relay concerns to the information security team.
- Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
- Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, Consumer Privacy, Fair Lending, other applicable lending laws, etc.
- Follow these at all times.
- Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions.
- Ask questions to clarify any uncertainty when issues arise.
- Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti-Money Laundering Act, lending laws, etc.
- Participate in training sessions and policy updates as necessary.
- Assist with coordination of scheduling as appropriate.
Other:
- Maintain focus and professionalism at work; reserve personal matters for personal time.
- Be teachable, flexible, manageable, approachable, and helpful.
- Work scheduled and other needed hours at the designated location(s).
- Assist Management with scheduling and other issues as directed.
- Accept additional work as needed and assist other managers or Team Members as needed.
- All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
- Management or Bank policy may revise, delete, or add responsibility as necessary.
We need to ensure we keep the exact phrasing. Some lines have capitalization etc. We'll keep as is.
Now Requirements: list from Requirements section and Activity.
Requirements:
- Previous customer service experience in a call center or banking environment.
- Familiarity with banking products and services, including loans, credit cards, mortgages, and savings accounts.
- Knowledge of regulatory requirements related to the banking industry, such as data protection and privacy laws.
- Agents participate in a rotating schedule and may be required to work one to two evening shifts each week and one Saturday per month.
- Early, late, and Saturday hours are shared among the team and are not worked every day.
Activity (physical abilities):
- Ability to operate office equipment, telephones, and computers
- Ability to communicate fluently in English, in person, in writing, and on the computer
- Ability to hear, speak, and understand verbal communication
- Ability to read, write, count, and perform basic math functions
- Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)
- Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
- Ability to lift up to 10 pounds, grasp, reach, and pull
- Ability to sit for long periods of time; standing and walking periodically
- Ability to think, remember, learn new information, and apply cognitive data to job functions
- Ability to assess and concentrate on mental and physical job tasks to see them to completion
- Ability to work with others to share information and solve problems
We could combine Requirements and Activity into one Requirements section with sublists? But we need to use
- for any list. Could have a single
with all items. That's fine.
Now Schedule: we have details.
Schedule:
- Work Schedule Monday – Friday; 8am-5pm, 8:30am-5:30pm, 10am-7pm and Saturday; 9am-1pm.
- Must be available to work Mon-Fri; 7am-7pm as needed.
- (Agents are on a rotating schedule and do not work early, late, or Saturday hours every day).
We need to preserve that exactly.
Now we need to output only HTML fragment, no /, no markdown fences.
Thus:
About the role
As a Client Services Agent I, you will be responsible for providing exceptional customer service and support to clients of our bank. This entry-level position requires strong communication skills, problem-solving abilities, and a passion for delivering an outstanding customer experience. You will handle a variety of inquiries, resolve customer issues, and provide accurate information regarding our banking products and services. This role is crucial in ensuring customer satisfaction and maintaining a positive brand image for the bank.
Responsibilities
- Respond promptly and professionally to incoming customer calls, emails, and messages regarding banking products, services, and inquiries.
- Provide accurate and relevant information to customers regarding account balances, transactions, interest rates, fees, and other banking-related topics.
- Assist customers in resolving issues, such as billing discrepancies, account errors, and transaction disputes, by troubleshooting, investigating, and escalating when necessary.
- Educate customers on self-service options, including online and mobile banking, and guide them through the process of using these tools effectively.
- Recognizes opportunities to deepen customer relationships through product recommendations and accurate referrals.
- Maintain comprehensive knowledge of the bank's policies, procedures, products, and services to deliver accurate and up-to-date information to customers.
- Identify opportunities to cross-sell or upsell bank products and services to customers based on their needs and preferences.
- Record and maintain customer interactions, transactions, and inquiries accurately in the bank's CRM system.
- Collaborate with team members and supervisors to address complex customer issues and ensure timely resolution.
- Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings.
- Stay updated on industry trends, regulations, and changes in banking policies to provide informed support and guidance to customers.
- Excellent verbal and written communication skills with a friendly and professional demeanor.
- Strong problem-solving abilities and the capability to handle difficult customer situations with empathy and patience.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced call center environment.
- Review the Bank’s information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud.
- for any list of duties/requirements/benefits, and
for prose. Thus:
About the role
General Function As a Client Services Agent I, you will be responsible for providing exceptional customer service and support to clients of our bank. This entry-level position requires strong communication skills, problem-solving abilities, and a passion for delivering an outstanding customer experience. You will handle a variety of inquiries, resolve customer issues, and provide accurate information regarding our banking products and services. This role is crucial in ensuring customer satisfaction and maintaining a positive brand image for the bank.
But we need to ensure we keep the exact text? The instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. So we should keep the content as is, maybe just remove the heading "General Function". We can incorporate that into paragraph. Thus paragraph: "As a Client Services Agent I, you will be responsible for providing exceptional customer service and support to clients of our bank. This entry-level position requires strong communication skills, problem-solving abilities, and a passion for delivering an outstanding customer experience. You will handle a variety of inquiries, resolve customer issues, and provide accurate information regarding our banking products and services. This role is crucial in ensuring customer satisfaction and maintaining a positive brand image for the bank." Now Responsibilities: need to list duties from Essential Functions: Department Administration, Customer Service, Compliance, Other. We'll create a- with each duty as
- . Must preserve all details.
Let's extract each bullet:
Department Administration:
- Respond promptly and professionally to incoming customer calls, emails, and messages regarding banking products, services, and inquiries.
- Provide accurate and relevant information to customers regarding account balances, transactions, interest rates, fees, and other banking-related topics.
- Assist customers in resolving issues, such as billing discrepancies, account errors, and transaction disputes, by troubleshooting, investigating, and escalating when necessary.
- Educate customers on self-service options, including online and mobile banking, and guide them through the process of using these tools effectively.
- Recognizes opportunities to deepen customer relationships through product recommendations and accurate referrals.
- Maintain comprehensive knowledge of the bank's policies, procedures, products, and services to deliver accurate and up-to-date information to customers.
- Identify opportunities to cross-sell or upsell bank products and services to customers based on their needs and preferences.
- Record and maintain customer interactions, transactions, and inquiries accurately in the bank's CRM system.
- Collaborate with team members and supervisors to address complex customer issues and ensure timely resolution.
- Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings.
- Stay updated on industry trends, regulations, and changes in banking policies to provide informed support and guidance to customers.
Customer Service:
- Excellent verbal and written communication skills with a friendly and professional demeanor.
- Strong problem-solving abilities and the capability to handle difficult customer situations with empathy and patience.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced call center environment.
Compliance:
- Review the Bank’s information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud.
- Follow all guidelines for securing your accounts, access, systems, and information.
- Be proactive in identifying threats to information security and relay concerns to the information security team.
- Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
- Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, Consumer Privacy, Fair Lending, other applicable lending laws, etc.
- Follow these at all times.
- Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions.
- Ask questions to clarify any uncertainty when issues arise.
- Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti-Money Laundering Act, lending laws, etc.
- Participate in training sessions and policy updates as necessary.
- Assist with coordination of scheduling as appropriate.
Other:
- Maintain focus and professionalism at work; reserve personal matters for personal time.
- Be teachable, flexible, manageable, approachable, and helpful.
- Work scheduled and other needed hours at the designated location(s).
- Assist Management with scheduling and other issues as directed.
- Accept additional work as needed and assist other managers or Team Members as needed.
- All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
- Management or Bank policy may revise, delete, or add responsibility as necessary.
We need to ensure we keep the exact phrasing. Some lines have capitalization etc. We'll keep as is.
Now Requirements: list from Requirements section and Activity.
Requirements:
- Previous customer service experience in a call center or banking environment.
- Familiarity with banking products and services, including loans, credit cards, mortgages, and savings accounts.
- Knowledge of regulatory requirements related to the banking industry, such as data protection and privacy laws.
- Agents participate in a rotating schedule and may be required to work one to two evening shifts each week and one Saturday per month.
- Early, late, and Saturday hours are shared among the team and are not worked every day.
Activity (physical abilities):
- Ability to operate office equipment, telephones, and computers
- Ability to communicate fluently in English, in person, in writing, and on the computer
- Ability to hear, speak, and understand verbal communication
- Ability to read, write, count, and perform basic math functions
- Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)
- Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
- Ability to lift up to 10 pounds, grasp, reach, and pull
- Ability to sit for long periods of time; standing and walking periodically
- Ability to think, remember, learn new information, and apply cognitive data to job functions
- Ability to assess and concentrate on mental and physical job tasks to see them to completion
- Ability to work with others to share information and solve problems
We could combine Requirements and Activity into one Requirements section with sublists? But we need to use
- for any list. Could have a single
- with all items. That's fine.
Now Schedule: we have details.
Schedule:
- Work Schedule Monday – Friday; 8am-5pm, 8:30am-5:30pm, 10am-7pm and Saturday; 9am-1pm.
- Must be available to work Mon-Fri; 7am-7pm as needed.
- (Agents are on a rotating schedule and do not work early, late, or Saturday hours every day).
We need to preserve that exactly.
Now we need to output only HTML fragment, no /, no markdown fences.
Thus:
- Respond promptly and professionally to incoming customer calls, emails, and messages regarding banking products, services, and inquiries.
- Provide accurate and relevant information to customers regarding account balances, transactions, interest rates, fees, and other banking-related topics.
- Assist customers in resolving issues, such as billing discrepancies, account errors, and transaction disputes, by troubleshooting, investigating, and escalating when necessary.
- Educate customers on self-service options, including online and mobile banking, and guide them through the process of using these tools effectively.
- Recognizes opportunities to deepen customer relationships through product recommendations and accurate referrals.
- Maintain comprehensive knowledge of the bank's policies, procedures, products, and services to deliver accurate and up-to-date information to customers.
- Identify opportunities to cross-sell or upsell bank products and services to customers based on their needs and preferences.
- Record and maintain customer interactions, transactions, and inquiries accurately in the bank's CRM system.
- Collaborate with team members and supervisors to address complex customer issues and ensure timely resolution.
- Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings.
- Stay updated on industry trends, regulations, and changes in banking policies to provide informed support and guidance to customers.
- Excellent verbal and written communication skills with a friendly and professional demeanor.
- Strong problem-solving abilities and the capability to handle difficult customer situations with empathy and patience.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced call center environment.
- Review the Bank’s information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud.
About the role
As a Client Services Agent I, you will be responsible for providing exceptional customer service and support to clients of our bank. This entry-level position requires strong communication skills, problem-solving abilities, and a passion for delivering an outstanding customer experience. You will handle a variety of inquiries, resolve customer issues, and provide accurate information regarding our banking products and services. This role is crucial in ensuring customer satisfaction and maintaining a positive brand image for the bank.
Responsibilities
- for any list. Could have a single
- . Must preserve all details.
Let's extract each bullet:
Department Administration:
- Respond promptly and professionally to incoming customer calls, emails, and messages regarding banking products, services, and inquiries.
- Provide accurate and relevant information to customers regarding account balances, transactions, interest rates, fees, and other banking-related topics.
- Assist customers in resolving issues, such as billing discrepancies, account errors, and transaction disputes, by troubleshooting, investigating, and escalating when necessary.
- Educate customers on self-service options, including online and mobile banking, and guide them through the process of using these tools effectively.
- Recognizes opportunities to deepen customer relationships through product recommendations and accurate referrals.
- Maintain comprehensive knowledge of the bank's policies, procedures, products, and services to deliver accurate and up-to-date information to customers.
- Identify opportunities to cross-sell or upsell bank products and services to customers based on their needs and preferences.
- Record and maintain customer interactions, transactions, and inquiries accurately in the bank's CRM system.
- Collaborate with team members and supervisors to address complex customer issues and ensure timely resolution.
- Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings.
- Stay updated on industry trends, regulations, and changes in banking policies to provide informed support and guidance to customers.
Customer Service:
- Excellent verbal and written communication skills with a friendly and professional demeanor.
- Strong problem-solving abilities and the capability to handle difficult customer situations with empathy and patience.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced call center environment.
Compliance:
- Review the Bank’s information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud.
- Follow all guidelines for securing your accounts, access, systems, and information.
- Be proactive in identifying threats to information security and relay concerns to the information security team.
- Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
- Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, Consumer Privacy, Fair Lending, other applicable lending laws, etc.
- Follow these at all times.
- Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions.
- Ask questions to clarify any uncertainty when issues arise.
- Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti-Money Laundering Act, lending laws, etc.
- Participate in training sessions and policy updates as necessary.
- Assist with coordination of scheduling as appropriate.
Other:
- Maintain focus and professionalism at work; reserve personal matters for personal time.
- Be teachable, flexible, manageable, approachable, and helpful.
- Work scheduled and other needed hours at the designated location(s).
- Assist Management with scheduling and other issues as directed.
- Accept additional work as needed and assist other managers or Team Members as needed.
- All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
- Management or Bank policy may revise, delete, or add responsibility as necessary.
We need to ensure we keep the exact phrasing. Some lines have capitalization etc. We'll keep as is.
Now Requirements: list from Requirements section and Activity.
Requirements:
- Previous customer service experience in a call center or banking environment.
- Familiarity with banking products and services, including loans, credit cards, mortgages, and savings accounts.
- Knowledge of regulatory requirements related to the banking industry, such as data protection and privacy laws.
- Agents participate in a rotating schedule and may be required to work one to two evening shifts each week and one Saturday per month.
- Early, late, and Saturday hours are shared among the team and are not worked every day.
Activity (physical abilities):
- Ability to operate office equipment, telephones, and computers
- Ability to communicate fluently in English, in person, in writing, and on the computer
- Ability to hear, speak, and understand verbal communication
- Ability to read, write, count, and perform basic math functions
- Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)
- Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
- Ability to lift up to 10 pounds, grasp, reach, and pull
- Ability to sit for long periods of time; standing and walking periodically
- Ability to think, remember, learn new information, and apply cognitive data to job functions
- Ability to assess and concentrate on mental and physical job tasks to see them to completion
- Ability to work with others to share information and solve problems
We could combine Requirements and Activity into one Requirements section with sublists? But we need to use