Description

Work Schedule:

This is a Hybrid work schedule; employee regularly splits their time working in the Knoxville, TN office and remotely. Must be able to work in the Knoxville, TN office as required.

Monday Friday; 8am-5pm, 8:30am-5:30pm, 10am-7pm and Saturday; 9am-1pm. Must be available to work Mon-Fri; 7am-7pm as needed. (Agents are on a rotating schedule and do not work early, late, or Saturday hours every day).

BASIC FUNCTION:

As a Client Services Agent I, you will be responsible for providing exceptional customer service and support to clients of our bank. This entry-level position requires strong communication skills, problem-solving abilities, and a passion for delivering an outstanding customer experience. You will handle a variety of inquiries, resolve customer issues, and provide accurate information regarding our banking products and services. This role is crucial in ensuring customer satisfaction and maintaining a positive brand image for the bank.

ESSENTIAL FUNCTIONS:

• Respond promptly and professionally to incoming customer calls, emails, and messages regarding banking products, services, and inquiries.
• Provide accurate and relevant information to customers regarding account balances, transactions, interest rates, fees, and other banking-related topics.
• Assist customers in resolving issues, such as billing discrepancies, account errors, and transaction disputes, by troubleshooting, investigating, and escalating when necessary.
• Educate customers on self-service options, including online and mobile banking, and guide them through the process of using these tools effectively.
• Maintain comprehensive knowledge of the bank's policies, procedures, products, and services to deliver accurate and up-to-date information to customers.
• Identify opportunities to cross-sell or upsell bank products and services to customers based on their needs and preferences.
• Record and maintain customer interactions, transactions, and inquiries accurately in the bank's CRM system.
• Collaborate with team members and supervisors to address complex customer issues and ensure timely resolution.
• Adhere to call center metrics, including average handling time, first call resolution, and customer satisfaction ratings.
• Stay updated on industry trends, regulations, and changes in banking policies to provide informed support and guidance to customers.

SKILLS, KNOWLEDGE, AND TRAINING:

• Excellent verbal and written communication skills with a friendly and professional demeanor.
• Strong problem-solving abilities and the capability to handle difficult customer situations with empathy and patience.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced call center environment.
• Proficient computer skills, including experience with CRM software, Microsoft Office Suite, and the ability to navigate multiple systems simultaneously.
• Attention to detail and accuracy in recording and documenting customer interactions.
• Flexibility to work in rotating shifts, including evenings, weekends, and holidays.
• Demonstrated ability to work both independently and collaboratively within a team.

WORKING CONDITIONS:

• Sitting for extended periods of time
• Lift 10-20lbs periodically

PREFERRED QUALIFICATIONS

• Previous customer service experience in a call center or banking environment.
• Familiarity with banking products and services, including loans, credit cards, mortgages, and savings accounts.
• Knowledge of regulatory requirements related to the banking industry, such as data protection and privacy laws.
• Fluency in multiple languages to assist a diverse customer base.

REQUIREMENTS:

• High school diploma or equivalent; a bachelor's degree in business, finance, or a related field is a plus.

Qualifications