This position is responsible for exceeding customers' service and sales expectations in an inbound call center environment. Activities include efficiently managing customer needs and issues assessment, problem resolution, account maintenance, and identification of and capitalization on cross-sell and up-sell opportunities.
The ideal candidate will have strong customer service, problem solving, and technical ability.
Utilizing knowledge of bank products and services, service incoming customer calls in an efficient and quality service-oriented manner. Create, develop, retain and strengthen long term relationships with customers and potential customers by providing products and services that meet their needs. Investigate and resolve a wide variety of issues by gathering information and providing solutions for customer satisfaction.
Build rapport with customers, actively listen to customer requests, inquiries and issues. Assess situations, apply sound judgement and negotiation skills and work within established policies and procedures to efficiently resolve customers' needs and issues.
Recognize opportunities to promote products and services to meet the financial needs of our customers. Independently resolve customer issues. Evaluate and make decisions regarding exceptions to fees and policies.
Identify cross-sell and up-sell opportunities and capitalize on them to achieve successful referrals and completed applications. Encourage, influence use of electronic banking options, including on line banking, bill pay IVR, etc.
Manage and utilize time effectively to ensure call group meets expected service levels for improved customer satisfaction.
Actively participate in sales and service meetings. Provide ideas for improving methods to service customers. Share knowledge with other team members of the department. Apply suggested improvement methods to daily interactions with customers.
Maintain flexibility with scheduling and being "on-call." Maintain knowledge of all Call Center procedures and cross train on switchboard operator function.
Accurately complete on-line account transactions, maintenance and service requests to other areas of the bank. Work closely with other divisions in gathering information and resolving issues.
Successfully complete additional training modules and apply this knowledge during daily interactions with customers.
Maintain an excellent understanding of HarborOne products and services, procedures, policies and appropriate regulatory issues in relation to deposit and transaction accounts. Consistently meet monthly performance goals such as accuracy and quality service standards.
Perform all duties professionally and within the bank's quality service and customer confidentiality standards.
Maintain an excellent understanding of applicable regulations and laws including but not limited to; Bank Secrecy Act; Privacy; and Fair Lending. Maintain an up to date understanding of bank policies and procedures as they relate to compliance.
Complete appropriate compliance training.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The Call Center Customer Service Representative is required to register with the Nationwide Mortgage Licensing System and Registry ("NMLS"), obtain a unique identifier and annually renew the registration, as defined by the S.A.F.E. Act requirements.
Maintain an excellent understanding of the bank's products and services; the systems that support those products and services; as well as policies, procedures and regulations. Strong communication skills and ability to maintain composure when dealing with challenging customer situations. Perform basic multi-tasking skills.
Education and/or Experience
High School Diploma or equivalent. Minimum of 1 year of customer service experience in a financial or retail industry and/or contact center environment.
Ability to read, analyze, and understand various procedures and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Strong verbal and written communication skills.
Strong computer knowledge including Microsoft Office programs such as Word, Outlook and Excel. Ability to utlize the basic Microsoft Office functions to copy, paste, edit, format, filter and enter basic formulas.
Ability to independently discern customer needs and recommend the most appropriate resolution, product or service while working within established bank policies.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Regularly required to sit, use hands and fingers, handle or feel objects, tools or controls, reach with hands and arms and talk and hear. The employee is required to stand, kneel, sit, walk, crouch. The employee must occasionally lift, move and or move up tot 25 pounds. Telephone headset required due to continuous customer phone contact. Customer interactions may be recorded and/or may be observed.
Continuous computer operation in a basic windows environment.
The noise level in the work environment is usually moderate.