Inbound Customer Service Representative (Banking)

Company: Arvato Digital Services LLC - Arvato CRM USA 

Requisition ID: 38690

 

https://performancemanager5.successfactors.eu/doc/Bertelsmann/Logo.jpeg

Job Description:

 

Perform accurate and efficient front line contact center functions for bank customers. This includes opening new accounts, and responding to customer inquiries regarding account status. This position works within a team structure to provide quality customer care and efficient call/online handling.

 

General Duties (Includes but is not limited to the following):

  • Answer general questions, provide education, and offer service to customers in a professional and courteous manner with 100% first call resolution and customer retention focus.
  • Handle, research, and resolve phone inquiries/requests from customers
  • Use Microsoft Programs and client specific computer systems and databases to review accounts and update data with accurate information.
  • Track and document customer contacts into customer relationship management applications and systems, to including typing clear and concise notes for each action taken.
  • Obtain and verify information by phone or online, using professional and courteous phone techniques.
  • Complete all follow-up work related to customer inquiries
  • Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.
  • When circumstances dictate, communicate with appropriate offices for follow up.
  • Maintain strict confidentiality with customer account information.
  • Keep abreast of client developments affecting customer service, new product offerings and processes of company and customer service center by reading daily updates and attending briefings/training.
  • Conduct self-evaluations using quality coaching tools to assess personal skill development and review results with Supervisors
  • Participate in team meetings and contribute ideas to department for the improvement of the team or improvement of the work process
  • Maintain acceptable attendance and punctuality.  Follow policy and procedures for communicating any changes and preferences in schedule to Supervisor
  • Support additional duties as necessary in high volume or promotional periods
  • Adhere to company and client productivity and quality performance expectations and policies and procedures
  • Relay customer insights for continuous improvement

 

 

Performance Requirements:

Knowledge, Skills & Abilities:

 

  • Customer Orientation and Focus
  • Ability to multitask (talk, type, navigate)
  • Minimum typing speed 20 WPM
  • Problem solving and resolution skills
  • Strong internet navigation and website user knowledge
  • Organizational and team work skills
  • Conflict resolution skills
  • Experience with contact center technologies
  • Experience working in a Financial/Banking industry an asset.
  • Sales, cross-selling, and up selling experience desirable.
  • Ability to work in a fast paced environment.
  • Excellent verbal and written communication skills.
  • Computer proficiency and knowledge of how and when to use reference material and on-line information.
  • Phone Etiquette skill.
  • Flexibility in regard to work schedules
  • Ability to maintain strict confidentiality with customer account information.
  • Strong customer services skill.

 

Experience:

 

  • Minimum high school diploma or equivalent, required
  • Prior contact center or customer service experience preferred
  • Demonstrated problem solving and decision making skills.
  • Effective time management and organizational skills.
  • Experience in Windows and Internet-based environment required.
  • Previous banking experience will be considered a plus.

 

To apply:  send email to lindsay.bombria@arvato.com

 

 

About our company:
Majorel (dba Arvato) supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Arvato is an Equal Opportunity Employer and values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.


Nearest Major Market: Asheville

Job Segment: Banking, Bank, Customer Service Representative, Customer Service, Finance, Research