Job Description

Our Banking and Financial client is looking for  Customer Service Representative in Waterbury, CT

LOCATION: Waterbury, CT

JOB DESCRIPTION:

In this role, the Associate will focus on assisting customers with Tier 1 troubleshooting, which includes the following but is not limited to: website navigation, debit card declines, transaction and balance information.

• Handling over the phone interactions with the goal of providing exceptional service to consumers.
• Support basic internal processes as assigned by a Lead or Supervisor
• Use judgment to mitigate risk to the Bank while balancing the needs of the customer
• Perform problem resolution by addressing customer complaints, discrepancies, requests, and inquiries, offering smart solutions to meet customer needs
• Submit work items to complete customer requests interacting with multiple online systems while speaking with customers
• Adhere to established schedule to support staffing needs based on customer demand.  REPORT TO WORK ON TIME FOR SCHEDULED SHIFTS AS WELL AS FOLLOW EXPECTED TIME ALLOTMENT FOR TRAININGS, BREAKS AND LUNCHES.  MAINTAIN PUNCTUALITY FOR REQUIRED SIGN-ON TIME (START OF SHIFT, LUNCHES AND BREAKS).
• Work to meet assigned productivity targets and performance goals, including service quality, compliance commitments and other deadlines.
• Receive feedback related to performance based on scoring against Core Service Standards.
• Participate in team meetings, regular training and ongoing feedback and coaching sessions for continuous professional growth and development.

TRAINING:

• 2 weeks of in-depth training with two trainers, then shadowing a call center rep
• Extensive training in customer service methods and product knowledge.
• Complete on-the-job training as required to retain job: huddles, Webster University Courses, etc

MONTHLY METRICS/SCORECARD:

• Call Quality, Email Quality, Availability/Average Handle Time, Internal Quality.
• Level 2 Training they will receive when they are consistently hitting metrics (this means more $$)

DEMONSTRATE CORE COMPETENCIES:                                                                                                                

• Accountability for Results                                                                                                               

• Teamwork

• Diversity and inclusion

• Customer & Business Focus

• Communication

• Creating and maintain positive workplace

PARKING:

• Must pay for parking but the Candidates will be reimbursed, they will have to expense this into Launch