Retail Deposits Servicing Call Center Specialist

Category: Administration & Office Support

Employment Type: Contract

Reference: BH-368714

Looking for 3 new reps.Need to train for two weeks and then pass an "open book" testTest covers job specific skills they learn during training periodAfter training 1st 90 days is onsite, then can work from home and come in 2 days a weekLooking for someone open to feedback who can then take that info and apply it to their jobParticipate in team chats, monthly call calibrations where peer feedback is providedSallie Mae will cover parking if they drive into officeTraining is 9-4, work is 7-4

Details:
What You'll Contribute

• Responsible for providing quality customer service and accurate information about depositor accounts, programs, policies and processes. Answer inquiries from customer, potential customers, financial and institutions, business partners, internal customers and others. Process telephone requests for account information and application processing and communicate results to the customer. Maintain knowledge of comparable and competitor products. Respond to email and written inquiries. Responsible for the maintenance of existing accounts. Must research, analyze, verify, reconcile and perform appropriate account actions in a timely manner in accordance with established servicing guidelines. Individuals in these positions may be focused on one or more of these activities: Financial Adjustments, Status Adjustments, Account Maintenance and Customer Communications.

• Customer Service
  • Answers incoming calls
  • Reports Conditions affecting customer satisfaction
  • Performs timely and accurate follow up on account inquiries
  • Provides accurate information on deposit products offered
  • Demonstrates strong problem resolution skills
  • Solid organization and communication skills with a strong attention to detail
  • Escalates reports of exceptional service and complaints
• Training and Development
  • Completes core corporate training and develop solid knowledge of systems
  • Self-motivation to consistently improve knowledge to advance service capabilities
  • Maintains knowledge of all Retail Servicing policies and procedures
  • Keeps all training documentation organized and remain aware of new information
  • Operates within compliance policies and procedures
• Processing
  • Account analysis
  • Performs manual research of accounts
  • Records comments clearly
  • Processes and updates deposit applications on system
  • Makes outgoing calls to provide information and clarify questions
  • Ensures updates to the database are complete and accurate
  • Proficient in all systems necessary to provide effective customer service
• Other Job Functions
  • Other duties as assigned
  • Assist in other business areas as needed
  • Accurately track all work completed
  • Individual/Time Management
  • Meet or exceed department standards for productivity and quality
  • Demonstrate flexibility and team-oriented attitude to support the business (overtime, travel, etc.)
  • Identify system issues and process improvements

• High School Diploma or Equivalent
• Some banking experience or a customer service background
• Excellent knowledge of multiple business area processes and procedures
• Excellent knowledge of applicable department systems
• Demonstrated ability to manage multiple priorities in a time-sensitive environment
• Ability to maintain composure and professionalism while troubleshooting and resolving complex customer issues.
• Familiarity with Microsoft applications with emphasis on Word/Excel
• Excellent oral/written communication skills
• Excellent data entry skills
• Proven ability to consistently meet individual/team/department goals
• Has developed specialized skills or is multi-skilled through job-related training
• Takes a broad perspective to problems and identifies new, less obvious solutions
• Completes work with a limited degree of supervision
• Proven ability to meet strict attendance guidelines