Customer Support Agent

Job Summary:

Under general supervision but acting according to established policies and procedures. 

Provides high quality customer service to clients via telephone, responding to both internal and external customers, and assist in customer needs and problem resolution. To actively listen to, troubleshoot and resolve customer problems and concerns. Representatives are also responsible for identifying and escalating customer issues to the appropriate bank department, as well as executing banking transactions and cross-selling products or special promotions.

Essential Duties and Responsibilities 

• Receive inbound calls from both internal and external customers.
• Represents the bank to the customer in a courteous, professional manner, and providing the customer prompt, efficient and accurate service.
• Ensure that all callers’ needs are met and handled appropriately during initial contact.
• Answer questions about our products, services and the company.
• Assist customers with any technical issue experienced with online banking, bank website and bank application.
• Answer customer questions and solves problems for customers and branch staff.
• Listen to problems, collecting data, securing answers and reporting results to interested individuals.
• Learns and maintains a vast amount of knowledge pertaining to products, procedures, and policies.
• Uses knowledge to make effective recommendations to customers to resolve initial and additional needs. 
• Explain products and services to new and existing customers and the potential value added.
• Perform account maintenance activities.
• Effectively works individually and in a team 
• Develops customer rapport and discovers customer needs.
• Completes compliance training monthly
• Understands all laws and regulations that apply and complies with the requirements.
• Keep records of all conversations in our call center database in a comprehensible way.
• Performs all other related duties as assigned.

Knowledge, Skills, and Abilities

• Solid phone and verbal communication skills
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with the customer over the phone.
• Ability to learn and navigate new software quickly.
• Must have the ability to understand oral and written instructions.
• Should have the knowledge and ability to use office equipment such as telephone, computer, calculator, and fax.
• Strong problem solving skills
• Strong organizational and time management skills to perform multiple tasks within a limited time frame.

Experiences

• Prior sales or call center back ground a plus
• One or more years of previous banking experienced preferred
• Excellent communication skills, within a phone-based environment
• Bilingual speaking a plus