Customer Service Specialist I - Customer Service Center

Summary

Cyber Focus AII seeks to connect cybersecurity professionals with cutting-edge opportunities. This position works an alternate schedule with specific days off and includes responsibilities such as handling customer inquiries, resolving issues, and promoting digital banking services.

Essential Duties And Responsibilities

• Processes inbound calls from various queues including account questions, product and service information, digital banking services, debit card processing, and more.
• Uses training and reference materials to work and resolve issues independently or escalate to a supervisor.
• De-escalates situations and assists customers with computing environments, including Apple and Android products, browsers, and operating systems.
• Completes customer transactions, corrects account information, and identifies and resolves customer issues and complaints promptly and accurately.
• Attends quality review meetings and departmental meetings to discuss ongoing development, coaching, and career growth.
• Maintains knowledge of banking products and services, adheres to agent metric standards, and works independently in a fast-paced environment.
• Works flexible hours, including occasional overtime, and maintains a professional demeanor and communication skills.

Other Requirements

• Affordability of acquiring and maintaining proficiency in the Bank's policies and procedures, and adherence to relevant laws, rules, and regulations.
• Completion of assigned compliance training in a timely manner.
• Strong time management and multitasking skills.
• Effective communication and problem-solving abilities.
• Confidentiality and collaboration with co-workers.
• Expertise in personal computer use and home networking infrastructure.