Customer Service Representative - Call Center

The Customer Service Representative/Call Center position is primarily responsible for customer service with emphasis on customer satisfaction and inquiries, online banking, bill payment, account opening, and customer relationship retention and growth. The CSR for the Call Center is an energetic performer with a passion for customer service. They are familiar with consumer banking products and services, can multitask and stay organized, detail oriented, proficient with basic computer software and phone systems and have excellent interpersonal and communication skills. Additionally, they will need to have the ability to stay calm in stressful situations and develop a strong grasp on the company's products, services and customer service policies. The primary duty is assisting customers on all retail banking products and e-services via several queues, including telephone, email, online banking and online account applications. This is an on-site position located in Bethesda, Maryland. Major Duties and Responsibilities: Service the contact queues with responses that are both timely and accurate, including: Telephone - answer calls and service customers Email - secure and open Return calls from the VRU Inbound snail mail Support online account opening - review applications, process accounts Support online banking - review applications, trouble-shoot with customers Support online Bill-payments - review applications, trouble-shoot Collect, review and distribute service level tracking documentation compiled from various applications. Ensure daily tasks and deadlines are met. Report issues with services vendors to CSC Manager for support as needed. Responsible for answering questions, opening and processing new accounts via the internet/mail. Handle requests in a professional, prompt and efficient manner. Effectively explain the products and services to customers via the internet or by telephone. Cross-sell additional products and services for relationship building. Retail existing relationships through service. Responsible for opening and processing new customer accounts. Refer customers to the proper staff member as needed when unable to process requests. Process account inquiries, address changes, email changes, account closings and account maintenance requests as directed by customers within the policies and procedures guidelines of the bank. Refer customers to the appropriate Department Manager or Supervisor if unable to assist. Remain current on changes within the legal, regulatory, economic, competitive, and technology environments which may affect the internet bank operation. Process deceased customer's claims, gather needed information to process the claim. Responsible for properly maintaining the customer information on the computer and all the follow-up paperwork. Perform other duties as needed by management. Understand Compliance areas such as: OFAC, SAR, REGD, REGE, REGCC, and BSA/AML. Other projects and/ or duties as assigned. Position Requirements: Proficient PC and office software experience. Ability to analyze situations and apply basic reasoning to situations as they arise. Strong customer service skills. Familiarity with Bank core operating systems and telephone systems a plus. This position requires a high school or equivalency diploma with adequate proficiency in language, math and reasoning skills. At least 3 years of experience in a retail banking, call center and/or electronic services (ACH) field with equal responsibilities is required.

Created: 2024-11-02