CSR Call Center

ROLE

CUSTOMER SERVICE REP/CLIENT SERVICE REP

• Accountable for the successful resolution of all customer requests through seamless delivery of service, and/or fulfillment requests by answering calls, chats or emails in a contact center environment.
• Inbound contact center role that requires sitting and taking calls for the entire shift, with structured breaks.
• Involves referring customers to the appropriate line of business for products not supported, through a variety of communications channels.
• May be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other internal support groups to fulfill the customer request.
• May handle escalated issues by successfully navigating the organization to resolve customer requests. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments system and financial controls.
• Will be required to meet and/or exceed minimum performance standards and will be measured with incentive opportunities across multiple operational thresholds
• Will be required to quickly read frequent updates and learning materials, often while on the call, and must be able to implement immediately into calls with accuracy.
• Will handle moderately complex or escalated issues while delivering a great client experience.
• Works in a fast paced environment that requires accuracy, use of logic skills while multitasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner.
• May be required to provide professional written responses using proper spelling and grammar.

REQUIREMENTS

• Minimum 1-2 year of contact center or equivalent customer service experience, required
• Banking or other financial institution experience, preferred
• Bilingual, preferred

KEYWORDS# call center, CSR, bilingual, inbound calls, customer service