Responsible for answering and documenting incoming calls, acknowledging and answering customer complaints, and processing online payments.
Responding to customer queries in a timely and accurate way, via phone and email.
Identifying customer needs and helping customers use specific product features.
Update internal call management system following procedure and adhering to applicable policy.
Inform customers about new product/system features and guide product users through features and functionalities.
Analyze and report product malfunctions. Escalate issues for quick resolution, obtaining as much detailed information from callers about the problem as possible.
Share information and effective workarounds with teammates.
Requirements:
High school graduation required. Some college or pursuit of degree preferred.
1+ years of related experience in customer services or contact center.
Entry-level knowledge of general banking operations, including deposit operations, loan administration, treasury management, and/or other commercial banking products and services.
Entry-level knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards, and practices.
Knowledge of National Automated Clearing House Associate (NACHA) rules and Automated Clearing House (ACH) process preferred.
Strong oral and written communication skills. Ability to convey ideas and thoughts with clarity, confidence, and respectfulness.