Job Title: Call Center Specialist - Retail Deposits
Location: Salt Lake City, UT
Duration: 6 Months Contract to hire
Job Description:
Responsibilities:
Responsible for providing quality customer service and accurate information about depositor accounts, programs, policies and processes. Answer inquiries from customer, potential customers, financial and institutions, business partners, internal customers and others. Process telephone requests for account information and application processing and communicate results to the customer. Maintain knowledge of comparable and competitor products. Respond to email and written inquiries. Responsible for the maintenance of existing accounts. Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established servicing guidelines. Individuals in these positions may be focused on one or more of these activities: Financial Adjustments, Status Adjustments, Account Maintenance and Customer Communications.
Experience:
Looking for candidates with minimum of 2 years' experience into call center environment.
Skills:
Customer Service :
Answers incoming calls
Reports Conditions affecting customer satisfaction
Performs timely and accurate follow up on account inquiries
Provides accurate information on deposit products offered
Demonstrates strong problem resolution skills
Solid organization and communication skills with a strong attention to detail
Escalates reports of exceptional service and complaints
Training and Development :
Completes core corporate training and develop solid knowledge of systems
Self-motivation to consistently improve knowledge to advance service capabilities
Maintains knowledge of all Retail Servicing policies and procedures
Keeps all training documentation organized and remain aware of new information
Operates within compliance policies and procedures
Processing :
Account analysis
Performs manual research of accounts
Records comments clearly
Processes and updates deposit applications on system
Makes outgoing calls to provide information and clarify questions
Ensures updates to the database are complete and accurate
Proficient in all systems necessary to provide effective customer service
Other Job Functions :
Other duties as assigned
Assist in other business areas as needed
Accurately track all work completed
Individual/Time Management
Meet or exceed department standards for productivity and quality
Demonstrate flexibility and team-oriented attitude to support the business (overtime, travel, etc.)
Identify system issues and process improvements
Education:
High School Diploma or Equivalent
Some banking experience or a customer service background
Excellent knowledge of multiple business area processes and procedures
Excellent knowledge of applicable department systems
Demonstrated ability to manage multiple priorities in a time-sensitive environment
Ability to maintain composure and professionalism while troubleshooting and resolving complex customer issues.
Familiarity with Microsoft applications with emphasis on Word/Excel
Excellent oral/written communication skills
Excellent data entry skills
Proven ability to consistently meet individual/team/department goals
Has developed specialized skills or is multi-skilled through job-related training
Takes a broad perspective to problems and identifies new, less obvious solutions
Completes work with a limited degree of supervision
Proven ability to meet strict attendance guidelines