Home Loan JP Details: Accountable for the successful resolution of all customer requests through seamless delivery of service, and/or fulfillment requests by answering calls, chats or emails in a contact center environment. This is an inbound contact center role that requires sitting and taking calls for the entire shift, with structured breaks. Will handle moderately complex or escalated issues while delivering a great client experience. Works in a fast paced environment that requires accuracy, use of logic skills while multi-tasking, toggling between multiple systems and clearly communicating resolutions in an efficient manner. May be required to provide professional written responses using proper spelling and grammar. Requires knowledge of multiple Bank products and have the ability to deepen or retain relationships. Involves referring customers to the appropriate line of business for products not supported, through a variety of communications channels. May be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other internal support groups to fulfill the customer request. May handle escalated issues by successfully navigating the organization to resolve customer requests. Ensures all actions are resolved in compliance with industry regulations and bank procedures, integrity levels of the departments system and financial controls. Will be required to meet and/or exceed minimum performance standards. Will be required to quickly read frequent updates and learning materials, often while on the call, and must be able to implement immediately into calls with accuracy. Minimum 1-2 year of contact center or equivalent customer service experience preferred.
Client service representatives (CSRs) go beyond processing simple account transactions – you'll listen to client needs and advise on products and services to support our clients through life events and moments that matter. Anticipate and resolve client concerns with the goal of exceeding each client's expectations, no matter how large or small the request. CSRs work in an inbound client service contact center that requires sitting and taking calls for the entire shift, with structured breaks. Being there for our clients is our number one priority. In order to do that, we need our employees to adhere to schedules that ensure our clients have every opportunity to connect with a client service professional in their moments that matter.
As a client service representative, you can look forward to • Working in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner. • Meeting clients in the moments that matter to fully understand the need and fully resolve their situation the first time. • Understanding how clients engage with us using online and mobile technology, financial centers and contact centers to guide them on ways that we can improve their financial life. • Navigating multiple computer applications while interacting with the client. • Listening to, understanding and providing solutions for our client's needs.
We'll help you • Get training and on-the-job support from managers. You'll receive in- depth classroom training. • Learn about core banking products and services. Understand which products/services will work best for the client throughout the relationship and how to successfully resolve client requests using best-in-class tools and resources. • Provide education to clients. Inform and educate clients on how to conduct simple transactions through self-service technologies that benefit them. You're a person who (required skills) • Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients' financial lives. • Fully understands how life events can impact a client's financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions. • Has a commitment to excellent attendance and proven reliability and can work the agreed upon schedule. • Has a dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays. • Communicates effectively and confidently with all clients to make their financial lives better. • Has the ability to engage with clients – begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections. • Is comfortable with ongoing change and learning new technology/processes. • Has 1+ year of customer/client service experience, including experience handling difficult client situations. • Has at least an intermediate level of proficiency with computers and current technology.
You'll be better prepared if you have (desired skills and qualifications) • 1+ year of experience in the banking/financial industry. • 1+ year of experience working in a client service call center.