Primary Contact Center Representative (Call Center)

Primary Responsibilities

• Responds to a high volume of incoming telephone calls related to customer service requests and general inquiries.
• Solves customer issues and promotes products and services by identifying the customer’s needs, determining the best solution, and communicating the resolution to the customer while meeting all key performance metrics.
• Performs various tasks to include refund requests, dispute handling, payoff quotes, address complaints, update account changes, process stop payments, submit credit card limit increase inquiries.
• Provide basic trouble shooting support for online banking products and services such as password resets, mobile banking, and bill payments.
• Support branch operations and act as a liaison between the branch and customer through engagement and ownership of the service request.
• Act as the “voice of the customer” by submitting feedback.
• Builds sustainable relationships by displaying a friendly demeanor, superior customer service, empathy and the desire to help, while providing exceptional customer service.

Qualifications

• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Detail-oriented
• Ability to work and multi-task in a fast paced environment
• Ability to use general office equipment
• Ability to use a personal computer and job-related software
• MS Word - Basic Level
• MS Excel - Basic Level
• Strong problem solving ability
• Patience when dealing with difficult situations.