Posted in Admin - Clerical 30+ days ago.
This job brought to you by eQuest
Location: Beloit, Wisconsin
Job Description for CUSTOMER SUPPORT REPRESENTATIVE
THIS POSITION REPORTS TO:
Customer Support Supervisor
MINIMUM REQUIREMENTS FOR POSITION:
•High School education and two years work experience with the public preferred
•Professional telephone voice as related to tone, volume, pitch, inflection, pronunciation, diction and rate of speech
•Excellent customer service skills
•Data entry skills
•Demonstrate excellent verbal and written communication skills
•Must be self-motivated
•Ability to use standard or specialized computer hardware and software packages, including word processing in a Windows envrionment
•Maintain confidentiality of customer information
PRIMARY ACTIVITIES AND RESPONSIBILITIES:
•Provide banking services to both bank customers and prospects through inbound telephone calls:
•Receive calls from customers and prospects, document complaints/problems and assure timely resolution. Involve other departments as necessary.
•Handle all calls in a timely, efficient, courteous manner against Bank service standards, leaving customers and prospects with a positive image of Customer Support and the Bank.
•Handle telephone calls referred by members of management and those regarding Electronic Funds Transfer claims and fraudulent activity.
•Follow Customer Identification Procedure completely 100% of the time.
•Ensure customer satisfaction and retention while working within operating guidelines and procedures.
•Maintain a 96% Mystery Shop average
•Utilize current Bank systems to access customer data and handle customer inquiries.
•Maintain product knowledge to assist with customer inquiries and sell the Bank’s products and services.
•Make decisions regarding the reversal of unwarranted service charges and approve their reversal per guidelines.
•Provide back-up support to the Deposit Operations Team Members, as required.
•Operate network computers/software, and other equipment necessary to handle financial transactions.
•Perform all applicable account maintenance activities requested by customers and management.
•Has the ability to handle reporting suspicious transactions/activity/situations to appropriate personnel.
•Know where the CRA notice, statement and public disclosure file is located in the Branch and who the CRA Officer is.
•Participate in on-going training.
•Understand Bank mission, organizational structure, employee handbook, bank security, policies and procedures, standards of conduct and incentive program.
•Perform other duties as needed or assigned.
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