Client Contact Center Specialist

b1BANK•Lake Charles, LA

10d

About The Position

Responsible for servicing incoming client calls, answering client questions, and resolving account issues through extraordinary customer service. Candidates must be organized, detailed-orientated and demonstrate the ability to work in a fast-paced environment.

Requirements

High school diploma or equivalent
Two to five years of job-related experience
Clear, distinct oral and written communication skills
Ability to work in a fast-paced environment and multi-task
Must be detail oriented
Dynamic interpersonal and judgment skills
Professional demeanor and dependable work ethic
Excellent data entry and computer navigation skills
Proficient in Microsoft Office
Able to work a variable schedule, including evenings and weekends, based on call center needs

Nice To Haves

Associate or Business degree preferred or equivalent experience

Responsibilities

Answering technical support inquires via incoming calls, chat or email
Identifies and escalates priority issues
Routes calls to appropriate resources
Performs follow up client calls where necessary
Documents all call information according to standard operating procedures
Demonstrates excellent customer service skills with the ability to take ownership in assisting, researching and resolving customer issues
Navigating multiple computer systems while interacting with the clients
Has a good understanding of online banking policies and procedures, debit card policies and procedures, as well as documentation required by government regulations
Understands and maintains compliance with Bank policies and procedures and applicable laws and regulations, including BSA, AML, and Reg E., and Reg CC
Performs other duties as delegated by Manager