West Suburban Bank Call Center Representative in Lombard, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/ada/r/jobs/5094985 West Suburban Bank
Category Call Center/Customer Service
Type Regular Full-Time
This is a non-exempt/hourly position. Non-exempt employees categorized as Full-time generally work 37.5 hours per week. This position may be at a level I or II based on the selected incumbent's experience.
Summary: Provides excellent customer service to customers via telephone while adhering to bank policies and procedures. Actively suggests additional bank products to customers.
Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions.
Responds to all telephone calls in a professional, courteous manner that presents the proper image of the bank and meets the service and procedure standards established for the Call Center.
Assists customers with their bank related questions, problems, and concerns while following the bank's policies and procedures. Processes necessary follow-up correspondence, transactions, and maintenance. Communicates customer comments, issues, requests, and/or needs to the appropriate department.
Actively cross-sells additional bank products to customers.
Participates in training and coaching sessions to meet service standards and sales goals.
Handles questions on accounts for both customers and branch personnel.
Accepts, verifies, and processes Visa card blocks and/or documentation regarding lost or stolen cards as requested by customers or branch personnel.
Accepts, verifies, and processes Visa account reactivation and replacement cards. Accepts and prepares customers' Visa disputes and appropriate documentation for logging customer information.
Responds to inquiries from customers and/or branch personnel relative to account balances or card increases.
Reviews various reports and makes corrections if necessary, ensuring that data has been input properly.
Authorizes reversal of customer fees up to $25.
All other reasonable duties as assigned.
Additional Duties and Responsibilities for Level II Call Center Representative:
Researches and resolves complex and non-routine transaction problems and notifies customers and branch personnel of actions taken. May provide immediate coaching and/or feedback to other Call Center Representatives to assist in resolving complex and sensitive situations.
Handles more sensitive/skilled work within department.
Authorizes reversal of customer fees up to $100.00.
Provides guidance to new call center representatives.
May plan and/or conduct training for other employees within the department.
Required Education and Experience:
Strong computer skills. Proficiency in Microsoft Office Suite;
Strong verbal and written communication skills;
Minimum of 1 year experience in customer service related environment. For Senior Call Center Representative, minimum of 2 years call center and/or customer service experience in finance industry required.
May be subject to SAFE Act Registration Requirements.
High school diploma or equivalent.
Preferred Education and Experience:
1 year call center and/or customer service experience in the financial service industry.
Requirements for performing Essential Functions:
On the job the employee may physically be required to bend, sit, use finger movements, and/or handle objects (manual dexterity). On the job the employee must mentally be able to read/comprehend, write, perform calculations, communicate orally, reason, analyze, and multi-task.
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