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Banking Contact Center Representative
| Hours | Full-time, Part-time |
|---|---|
| Location | Troy, MI Troy, Michigan |
About this job
Job Description:
A large financial institution is looking to add multiple team members to their Customer Service team. The role would be based out of the bank's Troy, MI headquarters. The start date is scheduled for 11/27/2017 and you must be available to work evenings and weekends.
Job Summary:
The Customer Service Representative ("CSR") will be responsible for answering inbound telephone calls from lending customers regarding questions and issues on their loans (e. g. payment information, online support, payment options, document questions). Through the course of these conversations, the CSR will also create detailed documentation to ensure inquiries are handled in an accurate and timely manner and cross-sell basic products and services.
Working hours: 8-5
Skills:
Job Description:
Handle general customer inquiries upon completion of new hire training
Handle up to six additional call types such as, Escrow, Tax, Payoff, PMI, Heloc, Consumer, upon
completion of additional call type training
- Use problem solving skills, paired with knowledge of procedures, to identify and communicate
appropriate, accurate solutions to customers
Perform and explain interest and product-related calculations
Escalate issues to management and/or second levels appropriately
Document case details in a thorough, accurate manner
Capture complaint and Voice of the Customer feedback
Document and perform customer account maintenance
Meet and exceed customer satisfaction expectations
Requirements:
High school diploma / GED
Excellent verbal and written communication skills, as well as strong listening skills.
Must have good telephone technique with well-developed customer service skills.
Exceptional analytical and problem solving skills and an ability to think quickly under pressure.
Ability and willingness to work in a team environment.
Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs.
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