Customer Service Representative (2 positions) at INDEPENDENT BANK

Memphis, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Jul, 26

Salary

0.0

Posted On

30 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Telephone Etiquette, Communication Skills, Time Management, Problem Solving, Microsoft Office, Online Banking, Conflict Resolution, Cross-selling, Data Entry, Active Listening, Bilingual

Industry

Banking

Description

Description JOB SUMMARY The customer service representative is responsible for working in the Customer Service Department and Contact Center and answering in-bound customer calls and digital communications and making out-bound customer and marketing calls and digital communications. Supports customer service operations by managing contacts and completing corresponding administrative activities. REQUIREMENTS · High School Diploma or equivalent · Previous bank experience preferred · Previous customer and/or contact center experience preferred · Excellent telephone etiquette and listening skills · Excellent verbal and written communication skills · Ability to prioritize in a fast-paced, high-volume environment with minimal supervision · Effective time-management skills · Knowledge of computer systems used to access various pieces of information, including effective knowledge of Microsoft Office and online banking · Bilingual: Spanish a plus PRIMARY DUTIES Duties will vary dependent upon section assigned in the contact center. Duties may include, but are not limited to: · Receive and respond to a high volume of telephone inquiries from internal and/or external customers · Respond promptly to any questions or comments, voice mails, correspondence, chats, and emails · Follow-through on customer inquiries, requests or complaints; resolve issues promptly; place follow-up telephone calls to customers as necessary · Demonstrate understanding and appreciation of customer priorities and seek out long-term benefits to the customer. Evaluate information and take responsibility to solve customer's problems · Build customer loyalty by establishing rapport with customers. Respond to customers in a tactful and responsive manner · Handle irate or difficult customers appropriately; see issues from their point of view · When appropriate, take ownership of conversations as appropriate rather than referring issues to another unit or supervisor · Convey information to customers in a clear, logical and easy to understand manner. Adjust communication style and tailor content to customers and others to ensure understanding · Demonstrate understanding of the potential problems of cross-cultural communication · Summarize outcome of discussion with customers to ensure that all requests or problems have been addressed · Ensure procedures for completing work tasks are carefully followed. Perform work tasks with a focus on quality and attention to detail. Follow through on work commitments · Develop a daily planning system; prioritize important or urgent tasks. Plan the best use of time by using time-management tools · Identify the need for and collect information to better understand issues, problems and opportunities; make necessary contacts to obtain information. Include others in decision-making process, as warranted, to obtain good information. Make the most appropriate decision · Model team commitment by adhering to the team’s expectations and guidelines and fulfilling personal responsibilities to the team · Identify sales opportunities. Evaluate a customer’s current relationship and business objectives to effectively recommend additional products or services. Proactively suggest products or services that meet the customer’s needs. Identify and cross-sell other bank products or services Other duties as assigned Independent Bank is an EO/AA Employer – M/F/Vets/Disabled

Responsibilities

The representative manages inbound and outbound customer communications via phone and digital channels to resolve inquiries and complaints. They also identify sales opportunities to cross-sell bank products while maintaining high-quality service standards.