Customer Support Representative - Inbound

YO HR Consultancy•Pittsburgh, PA

5d•Onsite

About The Position

This position is responsible for handling a high volume of inbound calls. Identify our customers' needs, provide product/service information, and resolve any questions or concerns they may have. The candidate should be familiar with various banking concepts, products, and services, and be able to perform various customer service tasks. The candidate should have an outgoing, upbeat, and friendly demeanor, a positive work ethic, and must work well in a team environment.

Requirements

High School Diploma or GED, college a plus
Excellent communication skills, both written and verbal
Excellent customer service skills
Detail oriented
Ability to work and multi-task in a fast-paced environment
Ability to use general office equipment
Ability to use a personal computer and job-related software (MS Word, Excel, Outlook)
3+ years in a high-volume (60+ calls), inbound Call Center/Contact Center OR a College degree in lieu of experience.

Nice To Haves

CRM experience
Workday experience
Relationship management software experience
Customer-facing experience
Softphone/Mitel experience

Responsibilities

Respond to a high volume of incoming telephone calls related to a variety of customer service requests and general banking inquiries.
Quickly identify the customer’s needs, determine the best solution or provide an alternative recommendation, and communicate the proper resolution to the customer.
The ideal candidate understands and strives to meet or exceed the Contact Center’s Key Performance Metrics on a daily, weekly and monthly basis.
Promote bank products and services by properly identifying the customer’s needs and providing appropriate offerings.
Perform various tasks including refund requests, dispute handling, payoff quotes, address complaints, update account changes, process stop payments, and submit credit card limit increase inquiries.
Provide basic troubleshooting support for online banking products and services such as password resets, mobile banking, and bill payments.
Support branch operations and act as a liaison between the branch and customer through engagement and ownership of the service request.
Act as the 'voice of the customer' by submitting feedback.
Build sustainable relationships by displaying a friendly demeanor, superior customer service, empathy and the desire to help, while providing exceptional customer service.
Perform other related duties and projects as assigned by management.
Ability to work some holidays and weekends.