Call Center Representative
COLUMBIA, SC 29201
***Telephone Banker/Customer Service Positions Available*** $14.00/hr. -$14.50/hr.
If you're looking for an exciting fast paced Customer Service Position within a Call Center and have previous experience, this is a GREAT opportunity!
The call center operation is open from 7a-11p Sunday through Saturday so shifts will vary.
Read the job description below and if your skills and experience match please apply!!
Telephone Bankers provide a high level of customer service by meeting the immediate needs of our customers and anticipating and acting on future needs. They have an in depth knowledge of the products and services offered through our client and proactively identify opportunities to refer customers to their colleagues as well as match and propose basic products and services. They act in a pivotal role within the banking center, ultimately ensuring an optimal customer experience. This role has day-to-day responsibility for the delivery of superior customer service, operational integrity, and adherence to bank policy as well as all Federal and State regulations. They routinely demonstrate and apply the standards that support the bank’s core values of service, accountability and common sense in day-to-day performance.
*Ensure a warm, caring and friendly client experience is provided in every interaction by incorporating Through the Eyes of the Customer behaviors and Customers First standards in all interactions.
*Have an in-depth knowledge of ancillary and deposit products, a working knowledge of loan products and awareness of services offered by specialists.
*Ensure all requests and complaints are addressed in a timely manner and the client is kept informed of progress and final resolution. Identify root causes of recurring issues.
*Make qualified referrals based on proactive opportunity spotting that generate closed sales and referrals.
*Process transactions accurately and efficiently, assess risks and is aware of potential fraud and other regulatory and compliance expectations. When potential losses do occur, is resourceful in the research and resolution.
*Take ownership of transactions and make decisions within approval guidelines. All decisions outside of approval guidelines are referred to a more senior associate.
*Accurately complete documentation for all accounts minimizing errors to reduce client impact.
*Operate within Bank Policies and Procedures and regulatory guidelines, ensure custody requirements, customer information security and other risks are mitigated. Adhere to all delegated authorities, limits and regulations; i.e. compliance, service charge refunds, waived fees, check negotiation and rate deviations.
*Actively participate in “1 on 1” meetings by being prepared, sharing successes and challenges and asking for coaching and observation opportunities.
*Acts on coaching opportunities offered by supervisor.
*Use available tools and resources to enhance routines and performance.
*Stay up to date on changes and initiatives through the use of Weekly and Connect. Incorporate changes and initiatives into daily routines.
*Conduct self evaluations of activities to identify areas for development and seek training opportunities.
*Look for opportunities to improve the overall sales and service delivery of the contact center.
Excellent communication and customer service skills
*Prefer prior call center experience
*High school diploma or equivalent
*Excellent computer and typing skills
*Ability to listen to customer needs/complaints and quickly decide how to remedy problems
*Ability to identify and propose referral opportunities to customers
Many shifts available!