Retail Deposits Servicing Call Center Specialist #ESC6663

ExpertHiring•Salt Lake City, UT

41d

About The Position

What you will be doing: Responsible for providing quality customer service and accurate information about depositor accounts, programs, policies, and processes. Answer inquiries from customers, potential customers, financial institutions, business partners, internal customers, and others. Process telephone requests for account information and application processing and communicate results to the customer. Maintain knowledge of comparable and competitor products. Respond to email and written inquiries. Responsible for the maintenance of existing accounts. Research, analyze, verify, reconcile, and perform appropriate account actions in a timely manner in accordance with established servicing guidelines. Focus on activities such as Financial Adjustments, Status Adjustments, Account Maintenance, and Customer Communications. Answer incoming calls and report conditions affecting customer satisfaction. Perform timely and accurate follow-up on account inquiries and provide accurate information on deposit products offered. Demonstrate strong problem resolution skills and solid organization and communication skills with a strong attention to detail. Escalate reports of exceptional service and complaints. Complete core corporate training and develop solid knowledge of systems. Self-motivate to consistently improve knowledge to advance service capabilities. Maintain knowledge of all Retail Servicing policies and procedures. Keep all training documentation organized and remain aware of new information. Operate within compliance policies and procedures. Perform manual research of accounts and record comments clearly. Process and update deposit applications on the system. Make outgoing calls to provide information and clarify questions. Ensure updates to the database are complete and accurate. Be proficient in all systems necessary to provide effective customer service. Assist in other business areas as needed and accurately track all work completed. Meet or exceed department standards for productivity and quality. Demonstrate flexibility and a team-oriented attitude to support the business. Identify system issues and process improvements.

Requirements

Minimum education: High School Diploma or Equivalent.
Some banking experience or a customer service background.
Excellent knowledge of multiple business area processes and procedures.
Excellent knowledge of applicable department systems.
Demonstrated ability to manage multiple priorities in a time-sensitive environment.
Ability to maintain composure and professionalism while troubleshooting and resolving complex customer issues.
Familiarity with Microsoft applications with emphasis on Word/Excel.
Excellent oral and written communication skills.
Excellent data entry skills.
Proven ability to consistently meet individual, team, and department goals.
Has developed specialized skills or is multi-skilled through job-related training.
Takes a broad perspective to problems and identifies new, less obvious solutions.
Completes work with a limited degree of supervision.
Proven ability to meet strict attendance guidelines.

Responsibilities

Providing quality customer service and accurate information about depositor accounts, programs, policies, and processes.
Answering inquiries from customers, potential customers, financial institutions, business partners, internal customers, and others.
Processing telephone requests for account information and application processing and communicate results to the customer.
Maintaining knowledge of comparable and competitor products.
Responding to email and written inquiries.
Maintaining existing accounts.
Researching, analyzing, verifying, reconciling, and performing appropriate account actions in a timely manner in accordance with established servicing guidelines.
Focusing on activities such as Financial Adjustments, Status Adjustments, Account Maintenance, and Customer Communications.
Answering incoming calls and report conditions affecting customer satisfaction.
Performing timely and accurate follow-up on account inquiries and provide accurate information on deposit products offered.
Demonstrating strong problem resolution skills and solid organization and communication skills with a strong attention to detail.
Escalating reports of exceptional service and complaints.
Completing core corporate training and develop solid knowledge of systems.
Self-motivating to consistently improve knowledge to advance service capabilities.
Maintaining knowledge of all Retail Servicing policies and procedures.
Keeping all training documentation organized and remain aware of new information.
Operating within compliance policies and procedures.
Performing manual research of accounts and record comments clearly.
Processing and update deposit applications on the system.
Making outgoing calls to provide information and clarify questions.
Ensuring updates to the database are complete and accurate.
Being proficient in all systems necessary to provide effective customer service.
Assisting in other business areas as needed and accurately track all work completed.
Meeting or exceed department standards for productivity and quality.
Demonstrating flexibility and a team-oriented attitude to support the business.
Identifying system issues and process improvements.