Client Services Representative (Banking), Sr. acts as the customer's go-to banking resource to deliver in-branch services, referrals, and product information, resulting in enhanced satisfaction and broadened customer relationships. Identifies customer needs and uses current knowledge of all bank products and services to explain, promote, and cross-sell products and services. Being a Client Services Representative (Banking), Sr. processes basic branch service transactions and refers customers to the right resource to facilitate other banking requests. Provides research and solutions to account issues, answers to customer inquiries, and education and training on banking self-service technology. Additionally, Client Services Representative (Banking), Sr. requires a high school diploma. Typically reports to a supervisor. The Client Services Representative (Banking), Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Client Services Representative (Banking), Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.
Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.
Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.
Job Summary:The Client Services Representative Level I will be a primary contact for external customers, partners, regional offices, and the public concerning CSA Group services. This role will respond to incoming inquires (via telephone, fax, e-mail and web) pertaining to general and less complex inquiries, administrative inquiries (billing, credits, services available) The CSR Level 1 will be primarily focused on processing related tasks within the CSC. These tasks may pertain to creating new accounts stage, client record changes and agreement tasks. The CSR I will have a good understanding of the end-to-end processes within the organization to resolve customer issues and enhance service delivery.
Responsibilities:
Provides accurate information (verbally and/or written literature) to customers about CSA Group services (such as testing capabilities, office locations, certification programs etc) and the Certification process (such as information on applicable standards, application requirements, class numbers, quotes, requirements for payment, product sample requirements, shipping instructions, testing location and completion dates).
Provides prompt and efficient customer service. Forwards all technical inquiries to the appropriate subject matter expert.
Collects, records and forwards appropriate customer sales inquiry information.
Where appropriate, provides quotes for potential/existing clients using pricing information provided.
Provides status of projects to incoming inquiries from customers with the assistance of an on line tool and the Project Group Manager while maintaining customer satisfaction.
Requests legal documentation from acceptable signing authorities necessary to substantiate a change in ownership affecting Certification.
Verifies and processes customer change requests, and customer document updates and corrections, such as (corrections in name, address, additions and deletions of factories and classes, full cancellations of Master Contract) and finalizes Changes of Records.
Processes and prepares a variety of reports (such as error and Z table reports).
Responds to customer billing and credit inquires, may issue credits or debits as necessary with management approval.
On a daily basis, manage phone queue calls and meet customer needs
Qualifications:
Post-Secondary Education or equivalent experience
6 months to 1 year of related Customer Service experience.
Strong computer skills, MS Office (Excel, Outlook), Salesforce
Strong phone contact handling skills
Excellent oral and written communications
Detailed and results oriented
Some knowledge of engineering and technical terminology
Problem solving skills and conflict resolution skills
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