The Call Center Advocates are responsible for engaging with customers through a variety of service channels, which may include incoming phone calls, email, social media and / or online chat. Employees are to represent the Bank well by presenting a positive, professional image while meeting or exceeding customer expectations.
Responsibilities
Answer customer inquiries relating to bank products and services. Inquires may be received via telephone calls delivered through call routing technology or through digital channels such as email, social media and online chat.
Recognize sales opportunities and refer clients to sales associates
Remain current on products, services, policies and procedures
Resolve customer inquiries or issues with respect to any loan product offered by the Bank
Resolve customer issues through account research and utilization of support materials and resources
Perform customer account transaction and maintenance activities accurately
Strive for first contact resolution of customer inquiries, transactions and problem resolution
Escalate customer requests requiring additional knowledge or expertise as defined by department leadership
Requirements
Prior Customer Service Experience
Call Center, Hospitality, Restaurant, Caretaking, and other relevant areas
Friendly and welcoming presence that demonstrates patience and understanding
High School Diploma
Punctual and Reliable
Work on-site 100% of the time during the contract period
Once converted to a full-time employee, the role will move to a hybrid work model.
Compensation
18 / hr (this is firm across the board for all Advocates)