Contact Center Representative-Credit Card

Contact Center Representative-Credit Card

Requirements

• High School Diploma or GED
• 1+ years of related customer service experience; or equivalent work experience to include 1+ years prior experience in Retail, banking, or contact center experience preferred
• Able to communicate financial information clearly and accessible to a wide range of customers
• Team oriented with the ability to work in a fast-paced, challenging work environment with resiliency
• Ability to assist customers on the phone for long periods of time within the agreed upon set schedule shift which may include weekends, late night or overnights, and holidays
• Ability to arrive on-time and ready to receive customer calls as scheduled throughout the shift
• Must have PC skills with the ability to use/learn current technology and software applications related to position
• Excellent interpersonal and verbal communication skills required
• Experience handling confidential information required
• Excellent problem-solving and time management skills
• Must be able to effectively support customers using designated primary language (Spanish and/or English) in assigned queue

Responsibilities

• Creates an exceptional Customer experience supporting customers (Consumer, Corporate, Commercial or private label) with inbound phone, written, chat or other inquiries by displaying a positive and professional tone, understanding the customer’s needs, and providing solutions at first point of contact for customers and internal business partners
• Knowledgeable of the various products/services and able to communicate relevant solutions, including digital banking and self-serve options while navigating multiple systems/applications while ensuring proper call risk and compliance
• Completes a broad range of financial transactions (e.g., account updates, account balance, statement requests, balance transfers, dispute handling, and other transactions as necessary) with accuracy and efficiency
• Follows all bank policies and procedures reducing risk to our customers and the business
• Refers more complex questions to more experienced personnel or consults with problems and questions as needed
• Participates fully as a collaborative member of the team, contributes, and supports a positive, diverse, and inclusive work environment including helping to identify ways to improve the Customer experience
• Participates in personal performance management and ongoing development activities, including cross training as necessary
• Actively participates in personal career development and takes ownership of personal growth
• Open to feedback and actively implements action plans as directed by leadership
• Ability to be onsite for training(s), moments that matter, and any other applicable meetings / events as deemed by the business

Preferred Qualifications

• Effective written communication skills preferred
• Bilingual (Spanish) contact center representatives must be able to take phone calls, answer customer inquiries, translate documents and other transactions as necessary in both English and Spanish