Contact Center Agent

Contact Center Agent

Farmington Hills, Michigan

Job Type: Contract

Pay Rate: $21.5

Summary/Basic Purpose: This position is responsible for contributing to the overall success of our National Contact Center by meeting or exceeding customer satisfaction goals, achieving prescribed customer service levels and executing operational objectives. This position handles a high call volume of in-bound calls in a fast-paced environment while processing customer requests for their banking inquiries. This position's structured work schedule may require overtime, evenings, and Saturdays. The role requires sitting for extended periods of time and using a headset for communicating with customers by phone.

Essential Duties/Responsibilities:

• Provide remarkable customer service by handling inbound and outbound calls, offering problem resolution to support moderate complexity of customer interactions across all lines of business by offering problem resolution.
• Understanding of client's core products and services with the ability to recognize an opportunity to deepen the relationship with moderately complex products and services
• Demonstrates understanding of system and transactions to support moderately complex customer interactions.
• Complete account requests such as balance inquiries, reviewing transaction history, check orders, funds transfer etc.
• Support moderately complex customer interactions, such as closing, or ordering replacement debit cards, travel notes, general debit card inquiries, etc.
• Assist customers with basic web banking functions, such as unlocking and resetting passwords, mobile banking and alert inquiries, web banking troubleshooting.
• Effectively collaborate within and across teams and departments.
• Use problem solving tactics to analyze and troubleshoot customer challenges.

Risk and Compliance:

• Ensure compliance with applicable federal, state and local laws and regulations.
• Meet or exceed individual productivity and quality assurance objectives.

Team Support:

• Ability to effectively collaborate within and across teams.

Qualifications:

Education Requirements:

• High School/GED

Minimum Experience:

• 2 years Retail, Financial Sales, or Call/Contact Center
• 3 years Customer Service Experience
• 2 years Experience navigating Microsoft Office Products including Word, Excel and PowerPoint including system data entry, and Internet search.
• 2 years Successful completion of Internal Tier 2 Training Modules
• Less than 1 year Experience in a financial services or equivalent environment (preferred)
• Less than 1 year Experience with Debit/ATM Card maintenance, disputes, and investigations (preferred)

Job Specific Knowledge/Skills:

• Ability to multi-task, set priorities and manage time effectively.
• Ability to handle a high volume of in-bound calls in a fast-paced environment.
• Strong active listening and empathy skills including the ability to be attentive, patient and non-judgmental so customers feel their issues are truly being heard.
• Strong problem-solving skills including the ability to recognize and offer alternative options and help the customer resolve their issue.
• Ability to resolve any conflicts in a non-confrontational and productive manner.
• Strong organizational skills
• Strong communication skills both verbal and written