Customer Resolution Specialist

PRIMARY DUTIES/RESPONSIBILITIES

• Provides prompt, courteous, and accurate service to clients, via the telephone, mobile app, and live chat.
• Responds to client inquiries, requests, and concerns.
• Identifies, researches, and resolves issues using systems and resources available, taking ownership of each client interaction.
• Maintains a friendly and outgoing personality to deal calmly with client problems and questions.
• Effectively de-escalates client issues using empathy and conflict resolution skills.
• Processes requests from both internal and external clients.
• Quickly learns about Bank products, services, systems, policies and procedures through ongoing training, self-study and career development.
• Makes efficient use of time despite frequent interruptions and utilizes downtime to learn more about Bank.
• Utilizes effective listening and discernment skills, asks need-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals and applies appropriate taglines when offering bank products and services.
• Utilizes effective time management and prioritization skills in order to handle a high volume of multiple communication methods in a fast-paced environment.
• Works well in a group setting and maintains a courteous and professional demeanor.
• Demonstrates effective teambuilding skills and contributes ideas and suggestions that benefit the team and clients.
• Provides technical support for online banking and other bank-wide products.
• Assists clients with loan and new account applications, including scheduling closings at a branch location.
• Input disputes for clients via the telephone and internet.
• Makes outbound calls to clients concerning suspected fraudulent transactions.
• Maintains the highly confidential nature of client information and records.
• Serves as support for the Virtual Bank, Banno and Chat services, Treasury service clients, and other duties as needed to meet department needs.
• Arrives at work and is available to take calls at the start of scheduled shift.

QUALIFICATIONS

• At least (1) year previous banking and/or contact center experience required.
• Previous experience with live chat communication is a plus.
• High school diploma or equivalent required.