Online Customer Service Representative

divh2Ibc Bank Position/h2pIBC Bank successes are the result of an aggressive and innovative attitude. The Banks We Do More philosophy reflects its dedication to the growth and success of its employees, customers and communities. IBC bank hires talented, creative and dedicated individuals to help our business succeed. We are a company that values leadership, community engagement and relationship building that leads to a culture of excellence. We are currently seeking to fill positions across all business segments. IBCs focus is to be customer centric and strive to provide excellent customer experience./ppTime Type: Full time/ppThis is an in-office position./ppDepartment: 1140 Call Center/ppJob Summary: An Online CSR is responsible for guiding Online users through the Online Banking application. This involves trouble shooting errors, educating users on the services available. In addition the Online CSR will answer questions relating any other bank related inquiry or requests. They are also responsible for identifying suspicious activity and failed processes. Agents solicit sales of new or additional services. Maintain confidentiality of bank records and documents. Duties as assigned. Be able to adapt easily to a changing work environment. Agents are assigned productivity and service quality goals. This is an IBC on-site position./ppJob Description:/ppESSENTIAL JOB FUNCTIONS/ppThe statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents./pulliProvide service and support to advance on-line questions./liliProcess customer inquiries utilizing bank resources./liliAssist calls with one call resolution./liliRefer new or additional services as needed/liliAnalyze suspicious activity and takes appropriate steps to protect the customer and the bank./liliReview the customer requests and submit appropriate documentation to fulfill the request./liliMaintain confidentiality of bank records and documents./liliMeet quality and performance standards/liliUtilize technical skill to troubleshoot online issues/liliProcess Online disputes/liliOn the Job training as assigned/liliOther duties as assigned/li/ulpSKILLS/pulliOral and written communication skills/liliCritical Thinking/liliEmpathy and Adaptability/liliGood customers service relation skills/liliFlexible to work schedule/liliKnowledge with different mobile operating system such as Android and iOS./liliProficient with various search engines or internet browsers./liliMust be willing to work in an environment that requires 100% phone-based customer interaction Preferably with Customer Service experience/liliBilingual in English and Spanish/li/ulpEDUCATION/pulliHigh School diploma or GED/lili1 year in a customer service environment/technical help desk environment, preferably by phone/li/ul/div