Customer Service Representative

CUSTOMER SERVICES REPRESENTATIVE

JOB PROFILE SUMMARY

Handles customer interactions (email, telephone, etc.), providing outstanding customer service. Is knowledgeable in a limited number of Commercial products, or products of low complexity. By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about Banking products and services.

JOB DESCRIPTION

GENERAL FUNCTION:

• Handles customer interactions (email, telephone, etc.), providing outstanding customer service.
• By using job knowledge and the information available, makes every effort to answer the customer's question/solve the problem. Educates the customer about US Banking products and services.
• Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined.
• Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviours drive a positive customer experience.
• While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handles customer interactions in a professional, courteous manner.
• Provides accurate information to the customer. Explains products and policies so the customer can understand.
• Handles Premier and Core client interactions. Serving as the main point of contact for this segment of clients.
• Provides Initial support for the following US Banking Products & Services.
• Assumes ownership on every customer interaction to answer the customer's question or solve the problem during the initial contact. When escalation is required to provide customer resolution, agent will accurately route customer to the appropriate department.
• Follows departmental policies and procedures, particularly concerning customer confidentiality.
• Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
• Handles a significant number of customer interactions within the call center environment. The interactions will be received via phone or email.
• Continuously utilized computer systems for tracking, information gathering, and/or troubleshooting. All issues or requests are successfully tracked by creating a service request within the CRM application.
• Adheres to minimum call center standards for quality, schedule adherence, attendance, and performance goals.
• Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction.
• Continually learning and developing knowledge of Bank products and services.
• Other duties as assigned.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school education or Graduation in any stream.
• 0 - 2 years experience in Customer Service
• Must be able to perform data entry and basic computer skills.
• Knowledge of banking products and procedures helpful.
• Excellent customer service skills and the ability to articulate and explain information clearly.
• Excellent telephone communication skills are essential.
• Must be able, and willing to learn about Bank products and services.
• Good problem-solving skills

Rotational Shift and Rotational Week Offs.

Must be comfortable working in US shifts.