What are the responsibilities and job description for the Client Contact Center Specialist position at b1BANK?
SUMMARY
Responsible for servicing incoming client calls, answering client questions, and resolving account issues through extraordinary customer service. Candidates must be organized, detailed-orientated and demonstrate the ability to work in a fast-paced environment.
SPECIFIC JOB FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Answering technical support inquires via incoming calls, chat or email
- Identifies and escalates priority issues
- Routes calls to appropriate resources
- Performs follow up client calls where necessary
- Documents all call information according to standard operating procedures
- Demonstrates excellent customer service skills with the ability to take ownership in assisting, researching and resolving customer issues
- Navigating multiple computer systems while interacting with the clients
- Has a good understanding of online banking policies and procedures, debit card policies and procedures, as well as documentation required by government regulations
- Understands and maintains compliance with Bank policies and procedures and applicable laws and regulations, including BSA, AML, and Reg E., and Reg CC
- Performs other duties as delegated by Manager
JOB REQUIREMENTS
- High school diploma or equivalent
- Associate or Business degree preferred or equivalent experience
- Two to five years of job-related experience
- Clear, distinct oral and written communication skills
- Ability to work in a fast-paced environment and multi-task
- Must be detail oriented
- Dynamic interpersonal and judgment skills
- Professional demeanor and dependable work ethic
- Excellent data entry and computer navigation skills
- Proficient in Microsoft Office
- Able to work a variable schedule, including evenings and weekends, based on call center needs
Equal Opportunity Employer/Veterans/Disabled