Customer Contact Center Rep - Operations Center

General Purpose of Position:

This position is responsible for providing customer service in a contact center environment including providing information regarding accounts, products and services, resolving customer issues, providing operational support, and acting as switchboard operator.

Duties:

Provides product support for customer inquiries received via the telephone, internet, instant message, email, fax or self-service systems. Answers high volume of inbound calls and maintains a response rate in accordance with established standards Assesses nature of question or issue and resolves in a timely manner. Questions and issues vary depending on the product supported. Provides solutions and/or alternatives. Performs maintenance for existing accounts. Assists customers in validating accuracy of account data. Assures information security by verifying customer identity prior to giving information, performing any modifications or resets, per the bank’s policies and procedures regarding customer privacy and security.

Thoroughly documents issues and resolutions, per bank standards in contact center database. Communicates the customer’s needs/expectations to the appropriate personnel. Follows escalation procedures to ensure complex support issues are resolved. Seizes opportunities to up-sell new or additional products or services that meet customers’ needs, and makes appropriate referrals to other bank areas. Builds sustainable relationships and engages customers by going above and beyond. Meets personal/team qualitative and quantitative targets in accordance with established standards.

Files data and performs routine assigned clerical duties in response to internal and external customer inquiries/requests. Performs reception tasks in an effective, professional and gracious manner while adhering to assigned security protocol. Answers incoming calls utilizing switchboard console; greets callers, provides information, transfers calls and/or takes messages as necessary.