Digital Consultant

TEKsystems•Honolulu, HI

2d•$20 - $25•Onsite

About The Position

Aloha! One of Hawaii's largest and oldest banks is seeking bright, eager, individuals to join their Digital Consultant Team. The main duties of this role would be to provide quality telephone/chat customer service and support for the bank's consumer online/mobile banking services, product information, online enrollment support, service utilization assistance, and billing research. This role is more centered around customer service, however, there are several issues that will occasionally pertain to IT technical troubleshooting. As a result, this position is great for anyone who has a slight interest in IT, but wants to focus more on kickstarting their professional career within a large, local, reputable, enterprise-level company. Areas of Coverage: • Assist with core conversion related inquiries (before and after conversion info) • Basic account troubleshooting (i.e password resets, etc) • Assist with customers with specific product line questions • Access Authentication and Security Issues • Will be trained on basic product knowledge, type of calls to anticipate, processes/procedures for handling requests and new core system navigation • Registration process online 1. Customer Service (100%) • Greet customers over the phone, offer professional assistance and provide quality service in handling customer requests. • Assist customers with general product/service questions on most product/service functionality. • Be able to quickly and efficiently look-up applicable account information and provide customers with accurate information in a professional and courteous manner in accordance with customer service standards. • Assist customers with applicable requests such as assistance with enrollments, logins, transaction history, internal transfers, eStatements, profile updates, secure messaging, mobile application downloads, etc. • Resolve and/or handle customer problems such enrollment errors, login errors, transaction failures, unexpected text and email alerts, etc. • Escalate customer complaints such as fee disputes, product feature misunderstandings, company policy disputes, etc., in accordance with department procedures. • Assist with off-phone duties such as manual enrollments, auditing of enrollments, bill pay exception report clean-up, following up on Action Neededs, etc.

Requirements

customer service and proficient computer skills, tech savvy
Strong oral and written communication skills.
Comfortable working with computers and quickly researching information online.
Familiarity with general office equipment (telephone, fax & fax servers, copier, printers, etc.)
Keyboarding – minimum 25 wpm

Responsibilities

Greet customers over the phone, offer professional assistance and provide quality service in handling customer requests.
Assist customers with general product/service questions on most product/service functionality.
Be able to quickly and efficiently look-up applicable account information and provide customers with accurate information in a professional and courteous manner in accordance with customer service standards.
Assist customers with applicable requests such as assistance with enrollments, logins, transaction history, internal transfers, eStatements, profile updates, secure messaging, mobile application downloads, etc.
Resolve and/or handle customer problems such enrollment errors, login errors, transaction failures, unexpected text and email alerts, etc.
Escalate customer complaints such as fee disputes, product feature misunderstandings, company policy disputes, etc., in accordance with department procedures.
Assist with off-phone duties such as manual enrollments, auditing of enrollments, bill pay exception report clean-up, following up on Action Neededs, etc.