Position type: Full-time
Location: Newark, DE
Schedule: Monday - Friday, 7:00 AM - 7:00 PM and rotating Saturdays and Sundays 9:00 AM – 3:00 PM onsite in Newark, Delaware.
On-site
This role offers a competitive salary and incentives with up to $3,000 in cash bonuses during the first year of employment.
Description:
The Contact Center Customer Service Agent is responsible for delivering superior customer service by responding to inbound calls directed to their assigned queues. The incumbent will follow all policies, procedures and scripts to build rapport, positively identify Customers, ask appropriate questions, identify solutions and issue resolutions at the first touch. This position requires the Contact Center Customer Service Agent to act as a customer advocate by taking ownership of the account and follow through to satisfy the customer at first point of contact. The incumbent should be analyzing information from the caller to identify fraud and risks to the Bank, identify possible solutions to recommend, and to resolve all issues posed by the Customer.
The Contact Center Customer Service Agent will identify opportunities, expand relationships, and ensure that the Customer has all of the appropriate convenience solutions available to them. The incumbent will adhere to and maintain satisfactory service standards for talk time, queue time, and abandon guidelines to ensure Stellar Service from the Team. The incumbent will manage Customer Service requests while presenting cross sell opportunities that will benefit the Customer and expand their relationship. This position will achieve all individual and Team sales and adherence goals while maintaining all required documentation, tracking logs, and sales tracking applications to support Team goals. The incumbent will perform transactions and inquiries using a variety of system networks to provide Customer Service to both internal and external Customers while maintaining a strict code of confidentiality regarding Bank and Customer information.
Minimum Qualifications:
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