Customer Service Advocate

About the role

Vernovis is looking for a Customer Service Advocate to join our clients' contact center. The Customer Service Advocate will be responsible for engaging with customers through a variety of service channels, which may include incoming phone calls, email, social media and/or online chat. Successful candidates will present a positive, professional image while meeting or exceeding customer expectations.

What You'll Do

• Answer customer inquiries relating to bank products and services. Inquires may be received via telephone calls delivered through call routing technology or through digital channels such as email, social media, and online chat.
• Assist customers with checking and savings accounts, debit/credit cards, loan products, transactions, and general account questions.
• Remain current on products, services, policies, and procedures.
• Complete account transactions and maintenance activities while working toward first-contact resolution whenever possible.
• Research customer accounts, troubleshoot issues, and use internal systems and resources to provide accurate, timely resolutions.
• Perform customer account transactions and maintenance activities accurately.
• Strive for first contact resolution of customer inquiries, transactions, and problem resolution.
• Identify situations requiring additional expertise, escalate more complex issues appropriately, and recognize opportunities to refer customers to other banking products or services.
• Escalate customer requests requiring additional knowledge or expertise as defined by department leadership.

What You'll Have

• 1+ years of high-volume contact center or customer service experience, ideally handling inbound customer calls is preferred.
• Strong customer service and communication skills, with the ability to explain information clearly and professionally to customers with varying levels of banking knowledge.
• Strong problem-solving and research skills, with the ability to investigate account questions and determine the appropriate resolution.
• Ability to work accurately in a fast-paced, transactional environment, balancing call volume, customer experience, documentation, and account security.
• Experience navigating customer account systems or databases; Jack Henry SilverLake or another banking/customer information system is beneficial.
• Strong interpersonal, verbal, and written communication skills.
• Demonstrated ability in providing excellent customer service.
• High school diploma or general education degree (GED).