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Client Contact Associate-2 Openings
Job Summary: Responds in a professional, courteous manner to a wide range of client inquiries or concerns including account maintenance, resolving account related problems and/or complaints. Must use contact centers established procedures and processes to ensure accuracy & operational effectiveness while delivering exceptional customer service primarily over the telephone. Actively identify and enhance a client’s relationship by offering additional products and services when appropriate.
Major Job Responsibilities: Represents the Bank to clients in a courteous, professional manner and provides prompt, efficient and accurate service by phone, mail, and/or e-mail. Answers questions and solves routine problems for clients concerning all services provided by the Bank by listening to problems, researching and collecting data, securing answers and reporting results to the client in a timely manner. Demonstrates product and system knowledge to assist clients with questions. Identify opportunities to introduce clients to new products and services thru needs exploration. Accurately record calls and document client information with follow through on commitments to ensure satisfaction. Alert management of issues or concerns that require escalation for complete resolution. Adheres to all privacy act requirements and confidentiality as it pertains to customer and bank information, etc. Ensures compliance with all bank policies and regulations applicable to this position. Adheres to completion of all BVS training courses by the specified due date. Must be a team player, motivated and have the ability to make decisions independently. Required to have a “can do” attitude and look for positive solutions to customer issues/requests. Participate in team meetings and continue education on the bank’s products, services and other lines of business utilizing all resources available including classes, online training, etc. Ability to work in a fast-paced phone environment.
Knowledge, Skills and Experience: Previous job-related retail or customer service experience. Ability & willingness to deliver excellent customer service, listening skills and proper verbal and written communication skills are essential. Interpersonal skills are necessary to maintain a professional, friendly and courteous demeanor throughout the day with clients over the phone. Work requires regular contact with diverse groups internally and externally. Excellent telephone etiquette, organizational, time management, reading comprehension skills and data entry skills required. Must be PC proficient with knowledge of Word, Outlook, Microsoft Office and windows-based office software (including accurate keyboarding). Ability to successfully work in a changing environment with multi tasking being essential. Demonstrated strong problem solving and analytical skills. Ability to meet deadlines per customer demands including being flexible with work schedule.
