Banking Customer Service Specialist I

Banking Customer Service Specialist I

The Banking Customer Service Specialist I is the primary point of contact for consumer banking customers. The role is responsible for identifying customer service issues and resolving them, providing operational feedback to identify root causes of the problems/issues, eliminate the need for call escalations, and retaining and expanding customer relationships through telephone in the contact center.

Essential Functions (Responsibilities):

• Resolves problems and responds to customer via telephone.
• Resolves customer issues including but not limited to reconstruction of errant account transactions, account balance discrepancies, multiple account linkages/combined statements, unauthorized transaction claims, card disputes, loan payment discrepancies etc.
• Provides requested information as needed such as interest rates, product and service fee, and branch specific information.
• Applies and leverages technology systems to consistently follow up and document problem resolutions.
• Maintains customer records and updates customer account information.
• Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department.
• Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
• Performs related responsibilities as required or assigned.

Required Qualifications:

• Basic knowledge of bank products, pricing structures and services.
• Basic knowledge of bank operations.
• Proficient math skills.
• Excellent problem-solving and conflict resolution skills.
• Excellent communication skills.
• Proficient in MS Office applications.
• Ability to work in a contact center environment.
• Exemplifies the Gateway Values: Stay Growth Oriented, Make a Difference, "Get it Done" Attitude, Be a Team Player, Do the Right Thing.
• Equivalent Education/Experience: High School Diploma required. 0-2 years of banking experience or financial services contact center experience.

Special Job Dimensions: Must maintain high level of control and professionalism while objectively dealing with customers' requests.