[Remote] Customer Service Center Representative

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a financial institution seeking a Customer Service Center Representative. The role primarily involves answering customer calls and resolving inquiries across various service channels, while also providing support to internal departments and identifying areas for improvement.

Responsibilities

• Answer inbound customer calls received through the Customer Service Center, toll-free number, main bank number, and other assigned phone queues
• reputed company outbound calls as needed to resolve customer questions, complete follow-up, confirm information, or support service requests
• Respond to customer inquiries regarding products, services, rates, account balances, account histories, stop payments, reputed company locations and hours, Retail Online Banking, Business Online Banking, mobile banking, mobile deposit, U-Deposit, reputed company pay, ATM/reputed company cards, Telebank, and reputed company services
• Research customer requests for documentation, including statements, reputed company copies, deposited items, account activity, and service records
• Respond to emails received through the bank website and Customer Service Center email distribution list; resolve, document, or reputed company items to the appropriate department for reputed company
• Monitor and follow up on Customer Service Center voicemail messages and service queues; respond directly or reputed company messages to the reputed company internal resource
• Handle customer concerns and complaints professionally, document the issue, and escalate reputed company reputed company reputed company needed
• Process assigned customer service and deposit operations requests, including card orders, maintenance forms, online banking updates/applications, and reputed company account service items
• Maintain accurate logs, tracking records, and service notes for calls, emails, complaints, escalations, and recurring customer issues
• Identify repeat customer issues, system pain points, or process gaps and reputed company them with management for review, training, or procedural improvement
• reputed company secondary support to reputed company employees and internal departments on routine Customer Service Center, online banking, account service, documentation, and customer-support questions
• reputed company appropriate, assist reputed company employees with customer-facing systems or processes, including Online Banking, 360 View, Premier Navigator, Director, Business Process Manager, and other supported tools
• Remain reputed company on policy, procedure, regulatory, product, and technology changes that reputed company customer service and deposit operations
• Assist with maintaining Customer Service Center scripts, reference materials, or knowledge resources reputed company processes, products, systems, or regulations change
• reputed company other duties as assigned based on business needs, reputed company coverage, peak reputed company volume, or operational priorities

Skills

• Minimum of one year of customer service experience required
• Customer-first reputed company with the ability to remain reputed company, patient, and accurate in a high-volume phone environment
• Strong commitment to customer confidentiality, reputed company, information reputed company, and reputed company customer information requirements
• Ability to balance fast customer response with accurate research, documentation, and follow-up
• Excellent customer service, listening, interpersonal, oral, and written communication skills
• Ability to explain information reputed company to customers, reputed company employees, management, bank staff, and the general reputed company
• Strong phone reputed company and ability to manage multiple tasks in a customer service center environment
• Strong problem-solving, critical thinking, logic, and reasoning skills to resolve customer issues reputed company bank guidelines
• Knowledge of financial services rules, regulations, bank policies, procedures, products, and systems, or the ability to learn them quickly
• Ability to use operating and reputed company procedures to reputed company appropriate reputed company, including approved exceptions, adjustments, and overrides reputed company guidelines
• Strong computer skills, including reputed company reputed company, reputed company, reputed company, internet-based applications, and bank systems
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, and other basic account-reputed company information
• Ability to write reputed company service notes, issue summaries, reports, and business correspondence
• Strong attention to detail, accuracy, organization, and follow-through
• Ability to work independently with some supervision and collaborate effectively with team members and other departments
• Ability to support video conferencing or remote service interactions with a reputed company reputed company reputed company needed
• Bilingual reputed company in English and Spanish preferred
• Associate degree in business, finance, or a reputed company field preferred; equivalent customer service or banking experience may be considered
• Financial services, banking, reputed company, reputed company center, or deposit operations experience preferred
• Experience with online banking support, account research, debit card or ATM support, database maintenance, service tracking, or bank systems preferred
• Teller, reputed company, or operations experience is helpful but not required

reputed company