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Valley
Customer Care Specialist (Call Center)Valley • St Petersburg, FL
Customer Care Specialist (Call Center)

Customer Care Specialist (Call Center)

Valley • St Petersburg, FL
30+ days ago
Job type
  • Full-time
Job description

Job Description

Responsibilities include but are not limited to:
  • Follow bank established guidelines regarding customer service and deliver an exceptional customer experience in accordance with Valley's mission statement.
  • Manage all customer issues while maintaining the highest level of professionalism, provide thoughtful prompt resolution with empathy, poise a consistent voice with the on-going goal of establishing a positive customer experience.
  • Answer high volume of phone calls, respond to e-mails including various communication channels from clients regarding balances, transactions, Debit Card usage/limits, Internet Banking, and other general banking queries.
  • Maintain proficient knowledge of Bank products and services and ability to educate customers on such, as well as cross sell various products and services.
  • Maintain ownership of issues to resolutions and escalate unresolved issues through proper channels.
  • Responsible for achieving individual sales, referral and service quality goals.
  • Develop referrals from prospects calling to inquire on bank products and services.
  • Provide operational support and trouble shoot issues for various digital banking products, such as Online Banking, Remote Deposit Capture, Mobile Banking, Mobile Deposit, and Mobile Wallet/Bill Pay.

Requirements

Required Skills:
  • Excellent verbal and written communication skills.
  • Strong Customer Service Skills with the ability to engage customers in conversation regarding products and services.
  • Proficient computer skills; ability to understand and utilize multiple systems, computer and databases.
  • Demonstrate a working knowledge of bank products, services and policies.
  • Ability to solve practical problems.
  • Demonstrate a professional manner and team spirit.
  • Must be self-driven with a positive outlook and have the ability to demonstrate confidence, tact, patience, and diplomacy while dealing with customers.
  • Detail oriented and organized.
Required Experience:
  • High School Diploma or GED and a minimum of two years' high volume call center experience, teller or branch banking experience.
  • Bilingual preferred.
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Customer Care Specialist (Call Center) • St Petersburg, FL

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