Client Service Representative I

Deliver exceptional and professional customer service across all touchpoints, including in-person, telephone, and digital channels.

CLIENT SERVICE REPRESENTATIVE I

Deliver exceptional and professional customer service across all touchpoints, including in-person, telephone, and digital channels. Responsibilities include responding to customer inquiries, resolving complaints efficiently, providing accurate information on products and services, processing transactions with precision—including receipting, validation, and data entry—and ensuring overall customer satisfaction in alignment with the company’s service standards.

PRINCIPAL ACCOUNTABILITES/MAJOR TASKS:

• Deliver exceptional customer service across in-person, phone, and digital channels by addressing inquiries, resolving issues, and promoting KWL’s services.
• Communicate professionally using strong verbal, written, and interpersonal skills while maintaining a customer-focused approach.
• Accurately process financial transactions, validate documents, and input data in alignment with company standards and procedures.
• Maintain up-to-date knowledge of products and services to provide accurate information and confidently handle customer queries.
• Log all customer interactions in the Customer Relationship Management (CRM) system and prepare relevant administrative reports.
• Meet or exceed performance targets, including service levels, accuracy, and customer satisfaction metrics.
• Adhere to data protection policies, maintain confidentiality, and escalate complex issues as needed while ensuring a seamless customer experience.

MINIMUM REQUIREMENTS: 

• Bachelor’s Degree in Business Administration or equivalent
• Minimum of one (1) year experience in the Customer Service or Call Centre Operations.

SPECIALIZED KNOWLEDGE & SKILLS: 

• Strong knowledge of customer service principles, practices, and call center operations.
• Excellent verbal and written communication skills with the ability to handle high volumes of customer interactions professionally.
• Proficiency in using Customer Relationship Management (CRM) systems and other digital platforms for data entry and case management.
• Strong problem-solving and critical thinking skills to effectively resolve customer issues.
• Ability to multitask, prioritize, and manage time in a fast-paced, performance-driven environment.
• High attention to detail and accuracy in processing transactions and documenting customer interactions.
• Customer-focused mindset with resilience and adaptability in handling challenging situations.
• Strong knowledge and understanding of Teller function would be an asset.
• Proficient in Microsoft Office.