Contact Center Rep- Credit Card January 5th Jacksonville, FL

TD • Jacksonville, FL

82d • $22 - $31

About The Position

The Contact Center Representative- Credit Card promotes strong and lasting Customer relationships in a Contact Center environment by providing quality customer service and sales in an efficient and highly professional manner. This role achieves a high level of success by understanding customer needs and identifying opportunities to grow the business. Creates an exceptional Customer experience supporting customers (Consumer, Corporate, Commercial or private label) with inbound phone, written, chat or other inquiries by displaying a positive and professional tone, understanding the customer's needs, and providing solutions at first point of contact for customers and internal business partners. Knowledgeable of the various products/services and able to communicate relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications while ensuring proper call risk and compliance. Completes a broad range of financial transactions (e.g., account updates, account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary) with accuracy and efficiency. Follows all bank policies and procedures reducing risk to our customers and the business. Refers more complex questions to more experienced personnel or consults with problems and questions as needed. Participates fully as a collaborative member of the team, contributes, and supports a positive, diverse, and inclusive work environment including helping to identify ways to improve the Customer experience. Participates in personal performance management and ongoing development activities, including cross training as necessary. Actively participates in personal career development and takes ownership of personal growth. Open to feedback and actively implements action plans as directed by leadership. Ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business.

Requirements

• High School Diploma or GED.
• 1+ years of related customer service experience; or equivalent work experience.
• Prior experience in Retail, banking, or contact center preferred.
• Ability to communicate financial information clearly.
• Team oriented with the ability to work in a fast-paced environment.
• Ability to assist customers on the phone for long periods.
• Must have PC skills and ability to use/learn current technology.
• Excellent interpersonal and verbal communication skills.
• Experience handling confidential information.
• Effective written communication skills preferred.
• Excellent problem-solving and time management skills.
• Bilingual (Spanish) contact center representatives must be able to communicate in both English and Spanish.

Responsibilities

• Provide quality customer service and sales in a professional manner.
• Understand customer needs and identify opportunities to grow the business.
• Support customers with inbound phone, written, chat or other inquiries.
• Communicate relevant solutions, including digital banking and self-serve options.
• Complete a broad range of financial transactions with accuracy and efficiency.
• Follow all bank policies and procedures to reduce risk.
• Refer complex questions to more experienced personnel.
• Contribute to a positive, diverse, and inclusive work environment.
• Participate in personal performance management and ongoing development activities.
• Take ownership of personal growth and career development.

Benefits

• Base salary and variable compensation/incentive awards.
• Health and well-being benefits.
• Savings and retirement programs.
• Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO).
• Banking benefits and discounts.
• Career development opportunities.
• Reward and recognition programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees