Customer Service Associate I

Job Purpose

Provide customer service and account support on inbound phone calls. Accurately maintain records, navigate online and mobile platforms, ensure compliance, handle processing fees, effectively communicate account benefits, and address fraudulent activities.

Primary Responsibilities

• Ensure the accuracy of basic customer details, maintained in the system are accurate, while documenting follow-up actions promised and recording all actions taken.
• Provide product and service information, respond to customer questions, and address customer issues and concerns, and escalate appropriately.
• Adhere to mandatory procedures to ensure work is performed in accordance with quality standards while complying with external regulatory codes and internal codes of conduct.
• Assisting with credit limit increases, card replacements, and payment arrangements.

Skills

• Manage inbound calls efficiently addressing the key needs of the customers.
• Connect with customers to strengthen the relationship, creating positive experiences and problem-solve issues related to dissatisfaction, billing, fraud, or disputes.
• Understand credit card products, transactions, compliance and security protocols.
• Strong drive to excel, embrace challenges, and make meaningful contributions.
• Navigate customer service software and databases.

Education And Experience

• A high school diploma or equivalent is preferred.
• Three months (3) customer service experience, preferred.

Physical Demands And Work Environment

• Extended periods of sitting and working on a computer is required.
• Must occasionally lift and/or move up to 15 pounds.
• Work environment is a standard office setting.
• Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.
• On call rotation may be required.