Job Description

NOW HIRING!!! SEEKING EXPERIENCED CALL CENTER PROFESSIONALS FOR THE DEBIT CARD AND PASSWORD RESTED DEPARTMENT IN THE RIVERSIDE, RI OFFICE! APPLY NOW TO BECOME A PART OF OUR GREAT TEAM!

THIS ROLE IS NOT REMOTE AND WOULD REQUIRE YOU TO WORK ON SITE

SCHEDULE: MONDAY - FRIDAY 8:30A - 5P

DESCRIPTION

Candidates will be trained on debit card servicing and password resets. The role requires previous customer service experience and to be tech savvy as you will use multiple computer systems simultaneously.

JOB RESPONSIBILITIES/TASKS:

CUSTOMER SERVICE:

1. Receives customer calls including answering phone greeting customers and displaying an upbeat and helpful demeanor in order to create a positive first impression.

2. Verifies customer identity including asking customers to provide personal information and comparing that information to data stored in the computer system in order to ensure confidentiality and legal compliance.

3. Listens to customers including letting the customers fully explain issues asking questions for clarification maintaining composure with upset customers and conveying a sense of empathy in order to fully understand the customer's issue.

4. Adapts communication to customers by altering rate of speech inflection tone and content in order to facilitate customer understanding retention and comfort.

5. Explains policies and products to customers including answering questions helping customers understand product features helping customers with online banking processes and general bank services in order to educate and support customers.

6. Researches customer issues including reviewing customer relationship exploring transaction history performing searches e.g. dollar amounts dates and gathering additional information from bank documentation and resources in order to identify the source of the problem for resolution.

7. Determines solutions to customer problems including determining possible courses of action determining the most appropriate solution in the interest of the customer and bank presenting the solution to the customers and fostering acceptance of the solution in order to ensure customer satisfaction.

8. Solves problems including taking action on fee rebates activating cards replacing cards ordering checks updating customer information executing stop payments taking applications for overdraft protection etc. in order to immediately address customer issues.

OPERATIONS:

9. Documents customer interactions including typing in details of customer calls updating customer profiles documenting customer satisfaction making calendar reminders to follow up on issues and inputting notes for other specialists to use in future dealings with customers in order to maintain compliance and facilitate better customer relations.

10. Refers customers to other specialists including identifying when another specialist e.g. fraud department supervisor etc. is required to help the customer in order to most quickly and efficiently provide customer service.

11. Operates technology including phone systems and computer systems knowing where to find information in the computer reading email and using calendar functions in Outlook resetting customer passwords and information and entering and retrieving data in all bank systems in order to quickly and accurately help customers.

12. Multitasks including simultaneously talking with customers about problems developing personal rapport with customers researching customer issues resolving customer issues and identifying sales opportunities in order to provide high quality service in minimal time.

13. Learns new information in both training sessions and via updates while on the job including changes to rates products services policies and procedures in order to perform within current regulations and provide accurate information to customers.

MUST HAVE HIGH SCHOOL DIPLOMA OR EQUIVALENT

APPLY TODAY! DAN LUPO / A-LINE STAFFING SOLUTIONS