BankFive
PURPOSE:
The Senior Customer Support Representative assists with day-to-day operations of the department and performs a wide variety of administrative and clerical duties. Monitors call volume and takes incoming phone calls when appropriate to insure that established service level goals are achieved, ensuring that operating procedures within the department are followed and incoming phone calls are answered in courteous and pleasant manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES: • Assists with maintaining and improving customer support center operations by monitoring system performance and call volume; identifying and resolving problems; taking escalation calls; managing system and process improvement. • Ensures delivery of superior customer experience with accurate information in a courteous, professional, consistent and efficient manner. Represents the Bank to customers and the community in a manner designed to maintain and expand business relationships. • Manages New Account Opening process by reviewing account applications. Makes decisions to open new accounts while adhering to Know Your Customer and USA Patriot Act guidelines. Actively monitors or looks for Red Flags, potential fraud or any other potentially suspicious activity and reports it as needed. • Takes escalation calls and reviews other high-risk requests as needed. • Monitors Service Requests queue in Salesforce and fulfills them as needed. • Acts as a subject matter expert for any questions related to Online Banking (registration issues, BillPay and Pop Money issues, navigating, troubleshooting issues, etc.). • Exercised a high level of discretion in working with sensitive and confidential matters of significance within functional areas. • Supports the Team Lead & Assistant Team Leads by ensuring smooth operation of the Customer Support Center in their absence. • Works closely with other departments of the bank to ensure consistent customer experience and adherence to bank's policies and procedures. • Assists with managing Chat and Secure Email queues as needed. • Assists with releasing wires and funding the appropriate GL. • Assists with applying internet loan payments to customers' accounts. Helps facilitate the debit of their external funding source. • Completes other projects when assigned. • Manages Customer Support Center Staff including training, coaching and counseling in the absence of team leads.
QUALIFICATIONS: High School Diploma and/or three years call center experience, preferably in the financial industry. Experience and/or understanding of Retail banking operations, banking products, services, regulations, policies and procedures. Ability to communicate them articulately to internal and external customers. Experience and/or familiarity with third party vendor management process (e.g. online banking, bill pay, cash management services, mobile check deposit, etc.) Excellent interpersonal skills and the ability to work with diverse internal and external customers. Ability to handle multiple projects. Must be highly organized, able to meet deadlines, and changing priorities with an aptitude for problem solving. Proficient in Microsoft Office products. Must have technical aptitude to learn bank's proprietary systems. Excellent written, verbal and telephone communication skills. EFFORT:
Must be able to remain in stationary sitting / standing position 75% of time Will be sitting while performing computer data entry functions. Needs to be able to move about inside the office space to access file cabinets, office equipment, etc. May work in closets / confined storage areas. Use of hands and fingers to handle/ operate a computer and other office machinery such as a calculator, copy machine, scanner, computer printer, Requires occasional lifting/ carrying equipment/ boxes of up to 30 pounds within work area. Significant level of mental concentration to manage multiple complex tasks and changing priorities. Work requires continuous visual effort with hand/eye coordination for extended periods of time. Work requires continuous use of headset while answering and conversing with customers on the telephone.
WORK ENVIRONMENT:
Workweek includes early/ late shifts as well as Saturday and Sundays. Works in a cubical setting and must be able to avoid distractions caused by coworkers conversing with customers. Spends portion of most days answering customer service calls. Attends meetings within the Bank requiring movement between floors.
The Senior Customer Support Representative assists with day-to-day operations of the department and performs a wide variety of administrative and clerical duties. Monitors call volume and takes incoming phone calls when appropriate to insure that established service level goals are achieved, ensuring that operating procedures within the department are followed and incoming phone calls are answered in courteous and pleasant manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES: • Assists with maintaining and improving customer support center operations by monitoring system performance and call volume; identifying and resolving problems; taking escalation calls; managing system and process improvement. • Ensures delivery of superior customer experience with accurate information in a courteous, professional, consistent and efficient manner. Represents the Bank to customers and the community in a manner designed to maintain and expand business relationships. • Manages New Account Opening process by reviewing account applications. Makes decisions to open new accounts while adhering to Know Your Customer and USA Patriot Act guidelines. Actively monitors or looks for Red Flags, potential fraud or any other potentially suspicious activity and reports it as needed. • Takes escalation calls and reviews other high-risk requests as needed. • Monitors Service Requests queue in Salesforce and fulfills them as needed. • Acts as a subject matter expert for any questions related to Online Banking (registration issues, BillPay and Pop Money issues, navigating, troubleshooting issues, etc.). • Exercised a high level of discretion in working with sensitive and confidential matters of significance within functional areas. • Supports the Team Lead & Assistant Team Leads by ensuring smooth operation of the Customer Support Center in their absence. • Works closely with other departments of the bank to ensure consistent customer experience and adherence to bank's policies and procedures. • Assists with managing Chat and Secure Email queues as needed. • Assists with releasing wires and funding the appropriate GL. • Assists with applying internet loan payments to customers' accounts. Helps facilitate the debit of their external funding source. • Completes other projects when assigned. • Manages Customer Support Center Staff including training, coaching and counseling in the absence of team leads.
QUALIFICATIONS: High School Diploma and/or three years call center experience, preferably in the financial industry. Experience and/or understanding of Retail banking operations, banking products, services, regulations, policies and procedures. Ability to communicate them articulately to internal and external customers. Experience and/or familiarity with third party vendor management process (e.g. online banking, bill pay, cash management services, mobile check deposit, etc.) Excellent interpersonal skills and the ability to work with diverse internal and external customers. Ability to handle multiple projects. Must be highly organized, able to meet deadlines, and changing priorities with an aptitude for problem solving. Proficient in Microsoft Office products. Must have technical aptitude to learn bank's proprietary systems. Excellent written, verbal and telephone communication skills. EFFORT:
Must be able to remain in stationary sitting / standing position 75% of time Will be sitting while performing computer data entry functions. Needs to be able to move about inside the office space to access file cabinets, office equipment, etc. May work in closets / confined storage areas. Use of hands and fingers to handle/ operate a computer and other office machinery such as a calculator, copy machine, scanner, computer printer, Requires occasional lifting/ carrying equipment/ boxes of up to 30 pounds within work area. Significant level of mental concentration to manage multiple complex tasks and changing priorities. Work requires continuous visual effort with hand/eye coordination for extended periods of time. Work requires continuous use of headset while answering and conversing with customers on the telephone.
WORK ENVIRONMENT:
Workweek includes early/ late shifts as well as Saturday and Sundays. Works in a cubical setting and must be able to avoid distractions caused by coworkers conversing with customers. Spends portion of most days answering customer service calls. Attends meetings within the Bank requiring movement between floors.