Customer Service, Exp)

Customer Service Representative

About the Role

Handles customer interactions via email and telephone, providing outstanding customer service. Is knowledgeable in a limited number of Commercial products, or products of low complexity.

Key Responsibilities

• Handles customer interactions in a professional, courteous manner.
• Provides accurate information and explains products and policies clearly.
• Handles Premier and Core client interactions, serving as the main point of contact for this segment.
• Provides initial support for US Banking Products & Services.
• Assumes ownership of customer interactions to resolve issues during the initial contact.
• Accurately routes customers to the appropriate department when escalation is required.
• Follows departmental policies and procedures, particularly concerning customer confidentiality.
• Accurately enters or confirms customer information into the database.
• Completes proper request forms when assisting customers.
• Handles a significant number of customer interactions within a call center environment via phone or email.
• Continuously utilizes computer systems for tracking, information gathering, and troubleshooting.
• Tracks all issues or requests by creating a service request within the CRM application.
• Adheres to minimum call center standards for quality, schedule adherence, attendance, and performance goals.
• Suggests improvements and changes to processes and policies to enhance productivity or customer satisfaction.
• Continually learns and develops knowledge of Bank products and services.

Requirements & Tech Stack

• Data entry and basic computer skills.
• Excellent customer service skills.
• Ability to articulate and explain information clearly.
• Excellent telephone communication skills.
• Must be able and willing to learn about Bank products and services.
• Good problem-solving skills.
• Comfortable working in US shifts.
• Rotational Shift and Rotational Week Offs.

Qualifications

• High school education or Graduation in any stream.
• 0 - 2 years’ experience in Customer Service.
• Knowledge of banking products and procedures is helpful.