Customer Experience Representative

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Job description

Our client is seeking a Customer Experience Representative to join their growing team. The selected team member will be responsible for answering inbound telephone calls and delivering a positive consumer experience. This role also identifies and serves customers by providing them financial education, troubleshooting various subjects, and recommending products or services.
Key Accountabilities:

• Provide prompt, efficient, and accurate service via email, phone, and online channels with a high degree of accuracy and speed in a high-volume, fast-paced contact center environment.
• Assist with account inquiries, debit or credit card requests, member maintenance needs, transfers, loan payments, mortgage inquiries, internet banking, bill pay, statement inquiries, stop payments, disputes, and non-monetary transactions.
• Analyze and research complex account discrepancies including loan corrections, misapplied payments and dividend re-calculations, determining method of correction and notifying appropriate internal departments.
• Act as liaison between costumers and various internal departments or external vendors.
• Identify cross-sell opportunities and is accountable for meeting customer needs through maintaining a strong knowledge of products and services available to customers.
• Maintain adherence to all organization policies, procedures, and regulatory requirements; including following all procedures pertaining to Bank Security Act (BSA), USA Patriot Act, and OFAC while also demonstrating professional service skills and financial integrity.

Qualifications:

• A minimum of two years of similar or related experience.
• A high school diploma or equivalent.
• Strong phone etiquette and customer service skills.
• Ability to maintain high degree of confidentiality and discretion.
• Excellent communication skills, including written and verbal.
• Proficiency with computers and other office equipment.
• Ability to multitask and work within a fast-paced environment.