Sr Contact Center Specialist

Job Title : Sr Contact Centre Specialist

Job Location : Riverside, RI - Onsite

Pay Rate : 22 / hr

Job Summary : As a Customer Service Representative, you will be the frontline ambassador of our bank, responsible for delivering exceptional service to our customers. Your role involves addressing customer inquiries, solving issues, and facilitating smooth banking experiences through effective communication, problem-solving, and operational skills. Additionally, you will identify and promote suitable banking products to enhance customer satisfaction and drive sales growth.

Key Responsibilities :

• Customer Interaction : Answer incoming customer calls promptly, greet customers warmly, and maintain a positive and professional demeanor to create a favorable first impression.
• Identity Verification : Verify customer identities by requesting and validating personal information against stored data to ensure confidentiality and compliance with legal standards.
• Active Listening : Listen attentively to customers, allowing them to fully explain their concerns, ask clarifying questions, manage interactions with upset customers, and demonstrate empathy to understand and resolve their issues.
• Communication Adaptation : Tailor communication style, including speech rate, tone, and content, to meet the needs of each customer and ensure clear and effective interactions.
• Policy and Product Explanation : Educate customers about bank policies, products, and services, including answering questions, explaining features, assisting with online banking, and providing support for general inquiries.
• Issue Research : Investigate customer issues by reviewing account history, searching for relevant transactions, and consulting bank resources to accurately identify and address the root of the problem.
• Solution Determination : Assess and propose solutions to customer problems, including evaluating possible actions, presenting solutions, and ensuring customer acceptance and satisfaction.
• Problem Resolution : Execute various actions to resolve customer issues, such as fee rebates, card activations, check orders, information updates, stop payments, and overdraft protection applications.
• Documentation : Record details of customer interactions, update customer profiles, document satisfaction levels, set reminders for follow-ups, and input relevant notes to ensure comprehensive service and continuity in customer relations.
• Specialist Referrals : Recognize when specialized assistance is needed (e.g., fraud department, supervisors) and refer customers to the appropriate specialist for efficient resolution.
• Technology Use : Operate phone and computer systems effectively, access and utilize information, manage emails and calendars in Outlook, and handle data entry and retrieval in bank systems to support accurate and timely customer service.
• Multitasking : Manage multiple tasks simultaneously, including customer interactions, issue resolution, rapport building, and identifying sales opportunities, to deliver high-quality service efficiently.
• Continuous Learning : Stay updated with new information, including changes in rates, products, services, policies, and procedures, through training and on-the-job updates to maintain compliance and provide accurate customer information.
• Product Sales : Identify potential customer needs by reviewing relationships and suggesting relevant products. Explain product benefits, refer to sales prompts, and determine the best opportunities to promote products to strengthen customer relationships with the bank.

Qualifications :