Job Description
JOB OVERVIEW
Team members in this customer support center are responsible for engaging with clients across multiple service channels, including incoming phone calls, email, social media, and online chat. Staff are expected to maintain a positive, professional presence while meeting or exceeding customer expectations.
Essential Functions / Responsibilities
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Respond to customer questions regarding various banking products and services, received through call-routing systems or digital communication channels such as email, social media, and online chat.
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Identify and act on sales opportunities by referring clients to the appropriate sales team members.
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Stay up to date on current products, services, policies, and procedures.
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Address and resolve customer inquiries or concerns related to any loan product offered.
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Research customer accounts and use available support tools to resolve issues efficiently.
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Accurately complete account transactions and maintenance activities.
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Aim for first-contact resolution for customer questions, issues, and service needs.
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Escalate situations that require specialized knowledge or additional expertise, following department guidelines.