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

1st Source•South Bend, IN

About The Position

Provides quality service to clients by telephone, responding to internal and external customers and assisting with customer needs and problem resolution. The Customer Service Center is open Monday through Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 1 p.m.; employees must be available to work a flexible schedule. The representative services existing and potential customers, resolves inquiries during initial contact, and helps customers with online banking, text banking, and VRU accessibility issues. The role also supports the Customer Service Center Management team in evaluating troubleshooting approaches and recommending improvements. Representatives maintain knowledge of products, procedures, and policies; use that knowledge to recommend solutions; and provide responsive service while meeting productivity and attendance expectations. The role requires regular and predictable attendance, completion of required compliance training, and compliance with applicable laws and regulations. Minimal or occasional travel may be needed for meetings, projects, or training.

Requirements

High school diploma or GED.
Ability to work in a team atmosphere.
Excellent communication skills in a heavily phone-based environment.
Strong problem-solving skills.
Strong organizational and time-management skills to perform multiple tasks within a limited time frame.
Ability to treat people respectfully under all circumstances, instill trust, and uphold organizational values.
Computer skills, including Word and Excel, and the ability to navigate various software and systems.
Availability to work a flexible schedule during the Customer Service Center's stated hours.
Regular and predictable attendance.

Nice To Haves

One or more years of previous banking experience.
Bilingual speaking ability in English and Spanish.

Responsibilities

Respond accurately to internal and external customer inquiries and handle customer needs appropriately during initial contact.
Assist the Customer Service Center Management team in evaluating approaches to resolving online banking, text banking, and VRU accessibility issues.
Recommend improvements to technology troubleshooting solutions or programs, drawing on IT training and experience.
Service existing and potential customers by telephone.
Listen carefully, probe for details, and ask targeted questions to gather information.
Deliver products and services consistently to exceed customer expectations, enhance loyalty, and expand customer relationships.
Maintain knowledge of products, procedures, and policies and use it to recommend solutions for customers’ initial and additional needs.
Maintain an acceptable level of productivity, including schedule adherence, availability, and attendance.
Work effectively independently and as part of a team; build rapport and identify customer needs.
Complete required compliance training and comply with laws and regulations applicable to the position.
Use computer systems to gather information and troubleshoot as needed.
Perform other duties as assigned.