GENERAL SUMMARY

Answers and directs incoming telephone calls related to account services, online banking, mobile banking, and telephone banking. Supports client inquiries via other channels including live chat and email. Responsible for telephone banking and online banking implementation, maintenance, and transaction processing. Handles complex transactions and servicing requests.

ESSENTIAL FUNCTIONS

• Operate telephone system to answer and direct incoming telephone calls in a timely, professional, and courteous manner.
• Respond to email inquiries promptly and courteously.
• Provide online client service through a live chat support system. Provide real-time support, respond quickly, directly, concisely, and a personalized experience for clients based on their wants and needs. Able to respond with the correct solution with easy-to-follow instructions.
• Identify callers' needs and respond by giving general, routine information; transfer the call to the appropriate area, department or individual within the Bank as deemed necessary.
• Provide quality service and prompt response to all callers.
• Stay informed and current about service/product promotions to answer any inquiry resulting from the Bank's advertisement.
• Ensure client's inquiries and/or complaints are responded to promptly and courteously. Follow the established procedure to report or escalate client complaints to the appropriate area if necessary.
• Process online banking applications and related services set up and provide client service support for online banking clients.
• Provide client service support for telephone banking clients and service set up.
• Handle and resolve escalated complex servicing requests.
• Act as team subject matter expert for processes, procedures, and applications.
• Maintain appropriate Client Care Center records and logs.

QUALIFICATIONS

Education: High School Diploma or equivalent. College degree preferred but not mandatory.

Experience: Minimum two years of customer service experience, and minimum of two years of banking experience required.

Skills/Ability:

• Excellent problem solving and troubleshooting skills required.
• Ability to work in a team-oriented environment; demonstrated ability to provide good customer service.
• Strong verbal and written communication skills.
• Comfortable with multitasks and work effective through several inquiries/problems simultaneously.
• Excellent motivational skills.
• Bilingual English/ Mandarin and/or Cantonese preferred.
• PC proficiency including Excel and Word.
• Ability to multi-task and handle different systems.
• Comfortable working a schedule that may fall outside standard 8:30 a.m. to 5:30 p.m. hours.

OTHER DETAILS

$22.00 - $24.00 / hour
Pay determined based on job-related knowledge, skills, experience, and location.