Customer Care Specialist II
About The Position
Vericast is the financial institution (FI) performance partner. We help banks and credit unions drive growth, improve efficiency, increase engagement and navigate change through the power of data, technology and people. Our advanced analytics, data-driven insights and integrated solution set enable better execution with agility, precision and scale. That’s why thousands of financial institutions look to Vericast and our 150 years of financial services expertise to help them achieve more.. For more information, visit http://www.vericast.com or follow Vericast on LinkedIn . Are you passionate about helping people and solving problems? Join our team as a Customer Service Representative , where you'll be the friendly voice assisting customers via phone, email, or chat. You'll handle inquiries, process orders, and offer solutions that make a difference!
Requirements
- High School diploma or equivalent required
- 1 - 2 years of Customer Selling and Servicing experience with at least 10 months of service with Harland Clarke
- Familiar with customer service and selling concepts
- Verbal fluency in English and Spanish language required
- Professional customer service and interpersonal skills required
- Extreme attention to detail required
- Excellent analytical and research skills
- Good communication skills required
- Excellent organizational skills with ability to handle multiple tasks and prioritize workload
Responsibilities
- Successfully completes initial new hire training program and participates and completes all required learning community courses/ongoing training.
- Assists financial institution representatives and their customers by providing high-quality service with the following using English and/or designated language skills: Entering orders for processing cancel/change requests, and requesting reprints/credits and responding to inquiries. Ensuring security and privacy of account holder information. Problem resolution and probing to identify needs. Providing education and support regarding products and services. Offer appropriate products, services, and solutions to meet customer needs. Other requests as needed. 50%
- Utilizes available resources appropriately to accurately enter orders or respond to inquires such as: Ensures appropriate follow-through steps are completed for each call. Maintains complete and accurate records of all call activity as required. Maintains a professional appearance and a quality work environment that adheres to all safety and security policies. Participates and supports local and Company programs/processes. Limited eligibility in off phone activities performing special assignments/team roles on a rotating basis or as required (Based on Supervisor’s discretion). Trained on more than one skill set (as applicable). Works within a team environment supporting both team objectives and overall Center objectives for customer satisfaction revenue quality and productivity. Monitoring of individual performance tracking data and provides input for Individual Development Plans. Maintains individual performance to meet expectation level as outlined and designated by skill set/location in all areas to include but not limited to Sales Quality Productivity Values. Off phone activities include supporting at least 1 to 2 special assignments on a rotating basis or as required within the team (Based on Supervisor’s discretion). Trained on more than one skill set (as applicable). Assists with New Employee Training (Presents Sales training materials Skills Mentor Debriefs etc.). Assists peers with policy and procedural questions. Effectively serves as a backup Supervisor and/or takes on additional team tasks as required. Supports the Assist Line/MOD. 50%
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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
