Inbound Customer Service Associate Department: Bank Operations Reports: Call Center Manager Position Summary The Inbound Customer Service Associate is responsible for providing customer support to consumers and business customers via the telephone and/or Internet (e.g. Online Banking, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, balance inquiries checkbook bill payment inquiries, Online Banking set-up and/or password resets. The Customer Service Associate must be well versed in all Carver Banks products and services for proper identification of cross-selling opportunities. Performs other administrative duties as requested.
Essential Duties and Responsibilities:
Customer Service: (80%) Provides customer support by phone, email, to clients. Serves as primary contact for inbound customer issue. Escalates more technical product- related issues to the proper support department. Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems. Meets the standards of the job, such as call quality metric standards, adherence to schedule, and average handle time. Tracks and documents inbound support calls and ensure proper notation of customer problems or issues When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge. Sales Referrals: ( 20%) Meet or exceed sales referral performance goals. Follow up on leads and maintain an active sales pipeline daily Proactively identifying cross-sell opportunities. Qualifications A high school diploma or GED is required for this role. Previous experience in a call center or customer service environment (preferred). Strong written and verbal communication skills and an ability to work with people from diverse backgrounds Effective communications skills both verbal and written. Knowledge of email systems such as Microsoft Outlook enough to communicate with both internal and external contacts Knowledge of Fiserv/Premier System preferred or Jack Henry Silverlake . Basic knowledge of Word and/or Excel enough to enter data.
