Customer Service Agent

Job Summary of Customer Service Agent:

A primary responsibility of the Information Center Customer Service Agent involves providing top-notch service through a range of communication avenues like phone calls, emails, and chat interactions. The Customer Service Agent is required to excel in tasks such as transaction processing, issue resolution, support in handling intricate customer grievances, understanding and elucidating Bank products and services comprehensively, and identifying customer demands to suggest appropriate courses of action.

Responsibilities of Customer Service Agent:

• Effectively communicates and assists both internal and external customers in a professional manner, identify their needs, providing information, and resolving complex issues via telephone and electronic means.
• Performs a variety of transactions for customers, including teller transactions, processing of checking and savings account withdrawals and balancing duties.
• Identify, support and resolve the service needs of both internal and external customers in a fast-paced environment that requires accuracy, multi-tasking and effective listening and communication skills.
• Builds a positive rapport with a diversity of personality types, maintaining a professional attitude and a positive manner.
• Navigate multiple computer applications while interacting with customers.
• Understand which products/services will work best to successfully meet customer needs.
• Interact with customers via the phone, chat sessions from the public website or within online banking.
• Respond to customer voice mail and email messages.
• Process account transactions, research requests and account maintenance requests.
• Demonstrate an understanding of the multiple ways customers' bank using online and mobile technology and branch offices. Explain the services and various channels.
• Identifies and assists with the migration of customer transactions to alternative delivery channels.
• Identify and report fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and steps to take to protect customers and the bank.
• Provide online banking assistance with password resets, secure access codes, bill pay and stop payment requests.
• Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions and new card orders.
• Assist with loan applications. Address basic and complex loan inquiries.
• Meets expectations for all call center related statistics, including but not limited to measurement of calls handled, not ready time and wrap-up codes.
• Complete all training requirements on time.
• Identify process improvement ideas with the management team.
• Protects customer information by following department security guidelines and procedures.
• Complies with all applicable regulatory and department practices and procedures.
• Represents the Bank through active participation in community and industry organizations and events and promotes the business interest of the Bank. Refers sales opportunities to other departments or Bank affiliates in support of established objectives.

Requirements of Customer Service Agent:

• It is mandatory to have completed high school to be considered
• Some College
• The ideal candidate should possess 1-3 years of customer service experience, specifically within banking, financial services, or an inbound call center setting
• Competence in utilizing technology, including Windows Operating Systems and Microsoft Office software, is required at an intermediate level.
• Demonstrated competence in using multiple browsers, numerous tabs, and managing multiple windows is necessary.
• Being driven from within and having the capacity to function effectively within a group dynamic is crucial. You should have a high level of vitality and a clear perception of urgency, as well as exceptional communication abilities, impeccable customer service skills, polite telephone conduct, and a good grasp of grammar.
• The ability to manage a high volume of telephone inquiries, work extended hours, and be on call during weekends is essential.
• Ability to sit for prolonged periods is a requirement. Individuals who are proficient in two languages are strongly urged to submit their applications.
• The ability to adjust to different schedules and work additional shifts is required to support operations at the Information Center.