Inbound Customer Service Center Representative I, Customer Service Center, South Bend, IN

1st Source•South Bend, IN

10d

About The Position

To provide quality service to clients via telephone, responding to both internal and external customers, and assist in customer needs and problem resolution. Center hours are Monday through Friday 8 a.m. to 8 p.m. and on Saturdays 9 a.m. to 1 p.m. Must be available to work a flexible schedule.

Requirements

One (1) or more years of previous banking experience preferred.
Ability to work in a team atmosphere.
Excellent communication skills, within an environment of heavy phone-based interaction.
Strong problem-solving skills.
Strong organizational and time management skills to perform multiple tasks within a limited time frame.
Ability to treat people with respect under all circumstances, instills trust in others, and upholds the values of the organization.
Computer skills (Word and Excel); ability to navigate through various software and systems.
High School Diploma/GED required.

Nice To Haves

Bilingual speaking (English/Spanish) preferred.

Responsibilities

Accurately responds to both external and internal customer inquiries ensuring that all needs are met and handled appropriately during their initial contact.
Assist Customer Service Center Management team to evaluate the current approach to resolving client online banking, text banking, and VRU accessibility issues.
Make recommendations, based on IT training and experience, on improving current solutions and/or developing a program that will provide a consistent application of troubleshooting of technology issues.
Responsible for servicing existing and potential customers via telephone inquiries.
Ability to listen carefully, probe for additional details, and ask targeted questions to gather information.
Exceeds customer expectations through the superior, consistent delivery of products and services with the objective of enhancing customer loyalty and expanding customer relationships.
Learns and maintains a vast amount of knowledge pertaining to products, procedures, and policies.
Uses knowledge to make effective recommendations to customers to resolve initial and additional needs.
Provides efficient and responsive customer service to customers by maintaining an acceptable level of productivity as measured through established metrics, which includes (but are not limited to) schedule adherence, availability, and attendance.
Effectively works individually and in a team environment.
Develops customer rapport and discovers customer needs.
Regular and predictable attendance is an essential requirement of the position.
Completes compliance training as required.
Understands all laws and regulations that apply to the position and complies with the requirements.
Uses various computer systems for information gathering and/or troubleshooting as needed.
Performs all other duties as assigned.