Provide customer service in a fast paced, inbound call center environment
Assist with account inquiries, basic transactions (transferring funds, making loan payments, etc.)
Online Banking assistance, Card Services, assist with debit card fraud alerts
Gathering information for loan applications and any additional duties assigned by management
Resolve inbound calls regarding routine financial questions, inquiries and/or problems on the status of accounts, suspicious transactions, making transfers, payments, or fraud
Responsible for meeting or exceeding quality expectations to ensure customer satisfaction
Adheres to schedule, ensuring promptly logged into the system and available for calls
Responsible for handling the calls effectively and efficiently, multi-tasking to meet the average handle time expectations of the calls
Handles most complex calls with minimal assistance
Helps in and/or refers high-level, complex questions, problems or client complaints to appropriate resources to ensure customer satisfaction
Performs other duties/campaigns assigned by management

High School Diploma or equivalency
Some college course work in Business, Management, Communications, Marketing, related field or equivalent experience preferred
Minimum one to two (1-2) years of in-bound, out-bound or other related call center, telemarketing or related experience in insurance or banking environment, preferred
Strong written and verbal communication skills
Able to remain professional and courteous in all interactions with SWBC clients and staff
Able to effectively multi-task
Able to operate a computer and basic office equipment
Able to type 40 WPM accurately
Able to operate a 10-key calculator by touch

Customer Service Representative

Key skills