CS Specialist I - Customer Service Center

Summary

Home Health Focus AI's mission is to help home healthcare professionals find meaningful opportunities that prioritize patient care. We do not hire for these roles; we identify and verify them from care providers directly.

About the role

This position works an alternate schedule: 9am to 8pm, Week 1: Saturday, Sunday, Monday, Wednesday and Week 2: Monday, Tuesday, Thursday, Friday, including some Federal Reserve holidays (MLK day, President's Day, Juneteenth, Indigenous People Day and Veteran's Day).

Responsibilities

• Processes inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy, and various customer requests.
• Uses training and reference materials to work and resolve issues or questions independently.
• De-escalates situations when necessary or escalates calls to supervisor after de-escalation.
• Affords ownership of customer requests and follows them through to resolution.
• Assists customers with various computing environments, including Apple and Android products, browsers, and operating systems, to support and promote digital banking services on all supported devices.
• Completes customer transactions and corrects account information by engaging correct business partners.
• Identifies and resolves customer issues and complaints promptly and accurately.
• Attends a weekly quality review meeting for ongoing development, including coaching, career development, call metrics, updates on policy and procedure.
• Attends a monthly departmental meeting.
• Maintains knowledge of deposit, loan, digital banking services, and other banking products.
• Accepts other assigned job duties and responsibilities with or without prior notice.

Essential Duties and Responsibilities

• Models the standards of the Bank's Mission, Vision, and Pledge.
• Processes inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy, and various customer requests.
• Uses training and reference materials to work and resolve issues or questions independently.
• De-escalates situations when necessary or escalates calls to supervisor after de-escalation.
• Affords ownership of customer requests and follows them through to resolution.
• Assists customers with various computing environments, including Apple and Android products, browsers, and operating systems, to support and promote digital banking services on all supported devices.
• Completes customer transactions and corrects account information by engaging correct business partners.
• Identifies and resolves customer issues and complaints promptly and accurately.
• Attends a weekly quality review meeting for ongoing development, including coaching, career development, call metrics, updates on policy and procedure.
• Attends a monthly departmental meeting.
• Maintains knowledge of deposit, loan, digital banking services, and other banking products.
• Accepts other assigned job duties and responsibilities with or without prior notice.

Other Requirements

• Acquires and maintains proficiency in the Bank's policies and procedures, and adheres to all applicable laws, rules, and regulations.
• Completes all assigned compliance training in a timely manner.
• Demonstrates strong time management skills.
• Works independently and multi-tasks in a fast-paced environment, with an emphasis on resolving most customers' issues during the call with minimal follow-up.
• Adheres to communication protocols with supervisors when unable to adhere to schedule or perform duties as expected.
• Willingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.
• Adapts quickly to change and learns readily in a remote environment.
• Provides a level of service which clearly differentiates us from our competitors.
• Builds and retains customer relationships against competition.
• Accepts ownership of the customer request and follows it through to resolution.
• Identifies customer concerns or needs, resolves the inquiry or recommends best solution, expedites the correction or adjustment, and follows up to ensure resolution.
• Demonstrates effective communication skills, showing empathy and active listening skills.
• Maintains a professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
• Maintains confidentiality.
• Expertise in using a personal computer and managing one's own home networking infrastructure needed to support reliable access to the Bank's virtual environment.