The customer service representative is responsible for working in the Customer Service Department and Contact Center, and answering in-bound customer calls, and making out-bound customer and marketing calls.

DUTIES

Duties will vary dependent upon section assigned in the call center. Duties may include, but are not limited to:

Identify sales opportunities. Evaluate a customer's current relationship and business objectives to effectively recommend additional products or services. Proactively suggest products or services that meet the customer's needs. Identify and cross-sell other bank products or services

Receive and respond to a high volume of telephone inquiries from internal and/or external customers

Respond to any questions or comments, voice mails, correspondence, and emails

Follow-through on customer inquiries, requests or complaints; resolve issues promptly; place follow-up telephone calls to customers as necessary

Demonstrate understanding and appreciation of customer priorities and seek out long-term benefits to the customer. Evaluate information and take responsibility to solve customer's problems

Build customer loyalty by establishing rapport with customers. Respond to customers in a tactful and responsive manner

Ensure that procedures for completing work tasks are carefully followed with a focus on quality and attention to detail

Handle irate or difficult customers appropriately; see issues from their point of view

Take control of conversations as appropriate rather than referring issues to another unit or supervisor

Convey information to customers in a clear, logical and easy to understand manner. Adjust communication style and tailor content to customers and others to ensure understanding

Identify the need for and collect information to better understand issues, problems and opportunities; make necessary contacts to obtain information. Include others in decision-making process, as warranted, to obtain good information and make the most appropriate decision

QUALIFICATIONS

High School Diploma or equivalent

Previous call center experience required

Excellent telephone etiquette and listening skills

Excellent verbal and written communication skills

Ability to prioritize in a fast-paced, high-volume environment with minimal supervision

Effective time-management skills

Knowledge of computer systems used to access various pieces of information, including effective knowledge of Microsoft Windows

Bilingual(English and Spanish)preferred but not required